We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381082 results
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Decision Reference DRN-5867928
8 Oct 2025 Salad Finance Limited UpheldConsumer CreditDRN-5867928 The complaint Mrs C is complaining that Salad Finance Limited trading as Salad Loans (SFL) shouldn’t have lent to her. What happened SFL approved three loans for Mrs C - £500 in December 2022, £1,200 in July 2023, and £1,500 in April 2024. Each loan was refinanced by the one... (3 pages)View decision -
Decision Reference DRN-5727054
8 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727054 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he was the victim of two investment scams. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr J was contacted by... (7 pages)View decision -
Decision Reference DRN-5755000
8 Oct 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5755000 The complaint Mr H complains that Northern Bank Limited trading as Danske Bank didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H says that he was cold called by a company I’ll refer to as C. During this contact he said they presen... (3 pages)View decision -
Decision Reference DRN-5836302
8 Oct 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5836302 The complaint Mr C complains about the service received by The Co-operative Bank PLC (“Co-op”) regarding the transfer and receipt of funds from a property sale. In particular, Mr C is unhappy about the delay in crediting the funds to him following Co-op receiving them. Mr C ... (3 pages)View decision -
Decision Reference DRN-5756955
8 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5756955 The complaint Ms F has complained about the advice provided to her by St. James's Place Wealth Management Plc (‘SJP’) in respect of benefits she was entitled to under a pension sharing order (‘PSO’) which she felt was delayed and had an impact on her housing arrangement... (8 pages)View decision -
Decision Reference DRN-5840129
8 Oct 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5840129 The complaint Mr D is unhappy the contactless feature on his card wasn’t working and when he told PSI- Pay (Pockit) this, they cancelled his card without telling him. What happened The facts of this complaint are well known to both sides, so I’ve summarised them below. On ... (3 pages)View decision -
Decision Reference DRN-5585003
8 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5585003 The complaint Mr C is complaining that Lendable Ltd trading as Lendable lent to him irresponsibly by providing him with a personal loan. What happened In December 2022, Lendable approved Mr C’s application for a £1,000 loan. The agreement required him to make 24 monthly repa... (4 pages)View decision -
Decision Reference DRN-5655709
8 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5655709 The complaint Mrs M complains about West Bay Insurance Plc (“WBI”) and their continued decision to decline cover for certain items of her content’s insurance claim, following a theft at her property. Mrs M also complains about the service WBI provided to her when assessing t... (4 pages)View decision -
Decision Reference DRN-5783263
8 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5783263 The complaint Mrs R complains PayPal UK Ltd won’t refund her for a purchase she made. What happened Mrs R bought three items online from a fairly large retailer, and returned two of the items as she thought they were not as described. Mrs R raised a buyer protection claim... (2 pages)View decision -
Decision Reference DRN-5681766
8 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5681766 The complaint Mr U is unhappy with how Bank of Scotland plc, trading as Halifax (Halifax) handled a chargeback raised to recover the cost of goods he purchased using his debit card. What happened In mid-June 2024 Mr U purchased a car diagnostic tool costing £2,700 through a... (3 pages)View decision
