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 366874 results
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Decision Reference DRN-5378702
30 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5378702 The complaint Mr C has complained about a fixed sum loan agreement he took out in December 2021 with Loans 2 Go Limited. He’s said the loan was unaffordable and shouldn’t have been approved. What happened Mr C took out this loan at the end of December 2021. He borrowed £2,00... (3 pages)View decision -
Decision Reference DRN-5228401
30 Apr 2025 Phoenix Wealth Services Limited Not upheldPensions and AnnuitiesDRN-5228401 The complaint Mr M complains that Phoenix Wealth Services Limited, trading as Phoenix Wealth (‘PW’), failed to correctly action the quarterly trades on his pension policy. Mr M would now like PW to recompense his pension for the lost investment growth potential he says he’s ... (4 pages)View decision -
Decision Reference DRN-5396721
30 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5396721 The complaint Mr T’s complained that AmTrust Specialty Limited didn’t deal promptly with his home emergency claim when a leak was identified. What happened Mr T owns a rental property, which is tenanted. As the landlord, he insures it. His policy includes home emergency co... (3 pages)View decision -
Decision Reference DRN-5346931
30 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5346931 The complaint Mr H has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly se... (4 pages)View decision -
Decision Reference DRN-5503326
30 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5503326 The complaint Mr M’s complaint is, in essence, that The Co-operative Bank Plc (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair ... (8 pages)View decision -
Decision Reference DRN-5515840
30 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5515840 The complaint Mr R is unhappy with several aspects of the service he’s received from MBNA Limited. What happened Mr R raised a complaint with MBNA because he was unhappy that his credit limit had been reduced from £20,000 to £500 without any advance notice and because he’d b... (3 pages)View decision -
Decision Reference DRN-4923668
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4923668 The complaint Mr A complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr A was looking for work and was contacted via a messaging app about a fully remote job opportunity. Unfortunately, this was a task-based job scam in which he was conv... (3 pages)View decision -
Decision Reference DRN-5497262
30 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5497262 The complaint Miss and Miss T complain about Royal & Sun Alliance Insurance Limited’s handling of a claim under their buildings insurance policy. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. All references to RSA inclu... (5 pages)View decision -
Decision Reference DRN-5046152
30 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046152 The complaint Mr R complains about Monzo Bank Ltd’s decision not to raise a chargeback claim on his behalf. Mr R has also complained about Monzo Bank Ltd’s service during the chargeback and complaint process. What happened Mr R employed the services of a business (who I’ll r... (4 pages)View decision -
Decision Reference DRN-5229148
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5229148 The complaint Mr C complains that Revolut Ltd didn’t pursue a chargeback for a purchase made using his Revolut debit card. What happened Mr C used his debit card to buy two tickets for a UEFA football match. Mr C bought the tickets through “E”, which is an online ticket mark... (3 pages)View decision
