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 369228 results
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Decision Reference DRN-5359073
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5359073 The complaint A company, which I’ll refer to as S, complains that National Westminster Bank Public Limited Company wrongly approved an application for a Coronavirus Business Interruption Loan (CBIL). What happened S holds a business bank account with NatWest. In April 2020,... (2 pages)View decision -
Decision Reference DRN-5602938
26 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5602938 The complaint Mr L complains that a car supplied to him under a conditional sale agreement with Moneybarn no.1 Limited (MB) is of unsatisfactory quality. Mr L has been represented in his complaint; to keep things simple, I’ll refer to any information or correspondence as bei... (6 pages)View decision -
Decision Reference DRN-5616391
26 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5616391 The complaint Miss P complains that Barclays Bank UK PLC was irresponsible in its lending to her. She wants all interest removed from her loan and any interest and charges she has paid refunded. She also wants any adverse information about this loan removed from her credit f... (3 pages)View decision -
Decision Reference DRN-5531805
26 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5531805 The complaint Mr H complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (30 pages)View decision -
Decision Reference DRN-5489146
26 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5489146 The complaint Mr B complains that Vanquis Bank Limited lent to him irresponsibly. Mr B is also unhappy that Vanquis recorded the debt as “partially settled” after it was written off. What happened In June 2023, Mr B was provided with a credit card by Vanquis with a limit of... (3 pages)View decision -
Decision Reference DRN-5288763
26 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5288763 The complaint Mrs W complains that some advice she received in 1997 from The Prudential Assurance Company Limited about making additional contributions to her occupational pension was either inappropriate or misleading. What happened Mrs W is a teacher, and in 1997 was a mem... (4 pages)View decision -
Decision Reference DRN-5585994
26 Jun 2025 USAA S.A. UK Branch Not upheldInsuranceDRN-5585994 The complaint Ms B’s complained that USAA S.A. UK Branch unfairly declined a theft claim she made on her policy. What happened For many years, Ms B has had a policy covering a valuable ring (“Ring 1”). In 2023, she added a second ring to the policy (“Ring 2”). Also in 2023,... (3 pages)View decision -
Decision Reference DRN-5370006
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370006 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr R said he received calls and mes... (4 pages)View decision -
Decision Reference DRN-5650875
26 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5650875 The complaint Mr F is unhappy that Santander UK Plc asked him for detailed personal information, and to provide a series of personal documents, in relation to his parent’s account, for which he’d obtained access via Power of Attorney, and with the service he received surroun... (4 pages)View decision -
Decision Reference DRN-5622486
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622486 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money he lost as a result of a scam. What happened A long-term friend of Mr G recommended that he use a crypto trading company (that I’ll call B). His friend appeared to be doing very well from the inve... (2 pages)View decision
