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 388057 results
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Decision Reference DRN-5507557
28 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5507557 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, gave him inaccurate information about the number of additional card holders that would be allowed on his credit card. What happened When Mr H was considering applying for a World Elite Credit Card wi... (2 pages)View decision -
Decision Reference DRN-5051144
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5051144 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said his close friend of many years told him about the success he’d had investing with a cryptocurrency specialist investment company, he a... (4 pages)View decision -
Decision Reference DRN-5489188
28 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5489188 The complaint Mr B’s complaint is about two credit cards issued to him by Zopa Bank Limited in 2021 and 2023 respectively. Mr B says Zopa acted irresponsibly when it gave him the credit cards. To resolve the complaint Mr B would like Zopa to write off the balances, remove al... (3 pages)View decision -
Decision Reference DRN-5512656
28 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5512656 The complaint Mr C and Mrs C’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an... (9 pages)View decision -
Decision Reference DRN-5498107
28 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5498107 The complaint Miss C has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says the credit card was unaffordable and so shouldn’t have been provided to her. Background Vanquis provided Miss C with a credit card with an initial... (2 pages)View decision -
Decision Reference DRN-5273563
28 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5273563 The complaint Mr S on behalf of Company M complains that Santander UK Plc rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”) and it failed to pursue a chargeback. The credit card account is held in the name of Company M and Mr S is bringing the complaint i... (3 pages)View decision -
Decision Reference DRN-5512592
28 Apr 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5512592 The complaint Mr G is complaining that Specialist Motor Finance Limited (SMF) shouldn’t have lent to him – he says they were irresponsible in doing so. Mr G is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with him throughout. What happen... (3 pages)View decision -
Decision Reference DRN-5494319
28 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5494319 The complaint Mr R has complained that U K Insurance Limited trading as Direct Line unfairly refused to beat a competing quote for a landlord insurance policy. What happened When the existing landlord insurance policy for his block of flats was due for renewal, Mr R contact... (2 pages)View decision -
Decision Reference DRN-4620496
28 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4620496 The complaint Mr E complains that HSBC UK Bank Plc won’t refund the money he lost when he fell victim to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for ... (3 pages)View decision -
Decision Reference DRN-5320602
28 Apr 2025 Nottingham Building Society Not upheldBanking and PaymentsDRN-5320602 The complaint Mr J complains about a Lifetime Individual Savings Account (LISA) he held with Nottingham Building Society (NBS) and how they treated him when it was migrated to another provider. What happened Our investigator provided a very thorough timeline of events in th... (3 pages)View decision