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 363925 results
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Decision Reference DRN-4972989
14 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4972989 The complaint Mr S complains about a car acquired through a Hire Purchase (PCP) agreement with CA AUTO FINANCE UK LTD (‘CA’). Mr S had problems with the car and says these defects would’ve been present when the car was supplied. He’s been paying large sums on a monthly basis... (5 pages)View decision -
Decision Reference DRN-5360543
14 Mar 2025 Plan with Grace Limited UpheldFuneral Planning ServicesDRN-5360543 The complaint Mrs R and the estate of Mrs M complain that Plan with Grace Limited (PWG) failed to return Mrs M’s ashes to her family in a timely and dignified manner. References to PWG includes the actions of its agents. What happened The history of this complaint is well ... (6 pages)View decision -
Decision Reference DRN-5397773
14 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5397773 The complaint Mr B is unhappy that Advantage Insurance Company Limited (“Advantage”) unfairly declined his claim for damage following a leak. Advantage was providing a home insurance policy. What happened Mr B walked into his home to find a significant leak by his sink had c... (3 pages)View decision -
Decision Reference DRN-5397762
14 Mar 2025 Elderbridge Limited Not upheldMortgagesDRN-5397762 The complaint Mr and Mrs W’s complaint relates to a second charge loan they had with Elderbridge Limited. They are unhappy that Elderbridge told them their mortgage was in arrears in 2024 when they stopped making payments, as they believe they’d historically made overpayment... (5 pages)View decision -
Decision Reference DRN-4755875
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4755875 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) hasn’t refunded him after he fell victim to an investment scam. What happened Mr G was searching for investment opportunities and came across a business I’ll call “S”. S was offering fixed-rate bonds... (4 pages)View decision -
Decision Reference DRN-5386665
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5386665 The complaint Mrs B complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mrs B watched a video on social m... (9 pages)View decision -
Decision Reference DRN-5353716
14 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5353716 The complaint Mr K complains that Capital One (Europe) plc defaulted his credit cards and sold the debts to a debt collection agency. Mr K believes the debts should be written off because they have been outstanding for ore than 6 years. What happened Mr K held two credit car... (2 pages)View decision -
Decision Reference DRN-5382328
14 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5382328 The complaint Mr W has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided a loan to him which he couldn’t afford to repay. What happened Zopa advanced Mr W a loan of £8,000 in November 2023. The loan had an APR of 13.9% and Mr W had to pay £2,311.37 worth of ... (5 pages)View decision -
Decision Reference DRN-5331121
14 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331121 The complaint Mr R has complained about a credit card he took out in August 2013 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. What happened Mr R took out this Vanquis credit card account in August 2013 with a credit ... (3 pages)View decision -
Decision Reference DRN-5378978
14 Mar 2025 Willson Grange Limited UpheldInvestmentsDRN-5378978 The complaint Mrs T has complained several complaint points about the advice and service she received from Willson Grange Limited (‘WG’). Mrs T says her accounts weren’t monitored and WG sold shares without her permission to pay fees. She would like the management fees repai... (9 pages)View decision
