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 367928 results
-
Decision Reference DRN-5501047
23 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5501047 The complaint Mrs O complains about how Allium Money Limited trading as Allium Money (“AM”) handled a claim she made in relation to a fixed sum loan agreement. What happened I sent AM and Mrs O my provisional findings on this complaint on 8 April 2025. A copy of that decisio... (9 pages)View decision -
Decision Reference DRN-5241764
23 Apr 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5241764 The complaint Mrs D complains about a faulty mobile phone device she acquired through a fixed sum loan agreement with Telefonica UK Limited trading as O2. Mrs D is represented in this complaint. But for ease, I’ll mainly refer to Mrs D throughout my decision. What happened... (3 pages)View decision -
Decision Reference DRN-5501528
23 Apr 2025 Embark Services Limited Not upheldPensions and AnnuitiesDRN-5501528 The complaint Mrs G, as beneficiary of the late Mr C’s Self-Invested Personal Pension (‘SIPP’), complains that Embark Services Limited didn’t undertake sufficient due diligence on an investment that the late Mr C made within his SIPP or the business that introduced him to Em... (9 pages)View decision -
Decision Reference DRN-5362684
23 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5362684 The complaint Mr M complains about how AWP P&C S.A. handled a claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr M has travel insurance as a benefit of a current account. He booked a trip with his infant son. There were two f... (3 pages)View decision -
Decision Reference DRN-5490705
23 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5490705 The complaint With the help of a professional representative (PR) Mr G complains that National Westminster Public Limited Company (NatWest) lent to him irresponsibly. For ease, I’ve referred to the PR’s actions as being those of Mr G. What happened Mr G has had a current acc... (5 pages)View decision -
Decision Reference DRN-5501211
23 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5501211 The complaint Mr C and Ms S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision -
Decision Reference DRN-5411949
23 Apr 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5411949 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent to him. What happened Mr M was approved for a Sainsbury’s credit card with an £11,000 credit limit in January 2021. Mr M says this was irresponsibly lent to him. Mr M made a complaint to Sainsbury’s. S... (2 pages)View decision -
Decision Reference DRN-5488610
23 Apr 2025 Chaucer Insurance Company Designated Activity Company Not upheldInsuranceDRN-5488610 The complaint Mr and Mrs A have complained that the actions of Chaucer Insurance Company Designated Activity Company (“Chaucer”) stopped them from making a valid claim on the home emergency section of their property insurance. Chaucer are the underwriters of Mr and Mrs A’s b... (3 pages)View decision -
Decision Reference DRN-5418024
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418024 The complaint Mr M has complained Santander failed to identify him as a vulnerable consumer and offer him support. Background Mr M has a severe compulsive gambling addiction. He estimates his overall losses as being approximately £400,000. He says that from 2014 until 2024 h... (4 pages)View decision -
Decision Reference DRN-5037870
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5037870 The complaint Miss M complains Revolut Ltd (“Revolut”) declined to refund a payment after she fell victim to a scam. What happened Miss M opened an account with an e-commerce company. She listed items to sell and after believing she’d sold an item, she was contacted on the p... (2 pages)View decision
