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 361839 results
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Decision Reference DRN-5325065
24 Mar 2025 Conister Bank Limited UpheldConsumer CreditDRN-5325065 The complaint Mr O complains about a car acquired through a Hire Purchase agreement with Conister Bank Limited (‘Conister’). Mr O has had problems with the car and says these defects would’ve been present when the car was supplied. Mr O brought his complaint through represen... (5 pages)View decision -
Decision Reference DRN-5422923
24 Mar 2025 Vanquis Bank Limited UpheldConsumer CreditDRN-5422923 The complaint Mr S is unhappy that Vanquis Bank Limited chose not to lend him money after initially telling him that they would do. What happened Mr S applied for a loan with Vanquis and spoke with Vanquis when completing his application. Vanquis’ agent told Mr S that he was... (3 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision -
Decision Reference DRN-5413773
24 Mar 2025 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5413773 The complaint Mr N complains that Aldermore Bank Plc has repeatedly provided him with information on his commercial mortgage lending which just doesn’t match the terms of this lending. He said he’d never received an accurate statement for his mortgage. What happened Mr N has... (6 pages)View decision -
Decision Reference DRN-5084297
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5084297 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W fell victim to a task-based job scam... (3 pages)View decision -
Decision Reference DRN-5400300
24 Mar 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5400300 The complaint Ms R has complained about the handling of a claim under her legal expenses insurance with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims an... (8 pages)View decision -
Decision Reference DRN-5274890
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5274890 The complaint Mrs C complained because Bank of Scotland (BoS) refused to refund her for two cash withdrawals she said she hadn’t authorised. What happened On 6 July 2024, Mrs C was on a city break with a friend. When she was home on 8 July, she saw that the balance on her B... (3 pages)View decision -
Decision Reference DRN-5378707
24 Mar 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5378707 The complaint Mr C complains about Monument Bank Limited operating a policy that limits him being able to straightaway switch linked accounts as and when he chooses and without having to justify or explain. What happened Mr C held a Notice Account with Monument Bank. Transf... (4 pages)View decision -
Decision Reference DRN-5027028
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027028 The complaint Mr B complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B fell victim to a fake job scam after he was co... (9 pages)View decision -
Decision Reference DRN-5294040
24 Mar 2025 Vida Bank Limited Not upheldMortgagesDRN-5294040 The complaint Mr and Mrs T complain about the buy-to-let mortgage they have with Vida Bank Limited trading as Vida Homeloans. They are unhappy that they were charged an early repayment charge (ERC) when they redeemed their mortgage. What happened Mr and Mrs T took out their mor... (3 pages)View decision
