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 374385 results
-
Decision Reference DRN-5501820
9 Jul 2025 Vitality Life Limited Not upheldInsuranceDRN-5501820 The complaint Mr P complains that Vitality Life Limited declined to provide Earnings Guarantee (“EG”) on his income protection policy. What happened Mr P applied for an income protection policy with Vitality on 17 January 2024 through an independent broker. The policy inclu... (3 pages)View decision -
Decision Reference DRN-5512275
9 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5512275 The complaint Mr E complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Barclaycard credit card in April 2019. In his application, Mr E said he was employed with an incom... (2 pages)View decision -
Decision Reference DRN-5013145
9 Jul 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5013145 The complaint Mr L complains that an error occurred when he tried to make a share trading transaction on an account he holds with eToro (UK) Ltd. What happened Mr L had difficulties placing a sell position on his account which he says caused him a financial loss so he compla... (2 pages)View decision -
Decision Reference DRN-5453491
9 Jul 2025 Freetrade Limited UpheldPensions and AnnuitiesDRN-5453491 The complaint Mr J is unhappy that there were problems with the allocation to him of “free shares” as advertised by Freetrade Limited (“Freetrade”) after he transferred funds to a Self-Invested Personal Pension (“SIPP”) and ISA account. What happened In 2024, Freetrade had ... (3 pages)View decision -
Decision Reference DRN-4643118
9 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4643118 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs F made the following purchases from a times... (8 pages)View decision -
Decision Reference DRN-5631629
9 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5631629 The complaint Mrs S complains that TSB Bank plc trading as TSB failed to pay her money due under a cash back offer and delayed dealing with her complaint. What happened In August 2024 Mrs S switched her account to TSB. As part of the switch offer, if she made 20 debit card p... (2 pages)View decision -
Decision Reference DRN-5681886
9 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5681886 The complaint Mr M has complained that J.P. Morgan Europe Limited (trading as Chase) registered a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In early 2023, Mr M opened an account with Chase. In sprin... (3 pages)View decision -
Decision Reference DRN-5623429
9 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623429 The complaint Mrs K, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (3 pages)View decision -
Decision Reference DRN-5681803
9 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5681803 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Limited trading as CA Auto Finance (‘CA’) was of an unsatisfactory quality. When I refer to what Mr S and CA have said or done it should also be taken to include... (8 pages)View decision -
Decision Reference DRN-5635951
9 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5635951 The complaint Mrs H complains that TSB Bank plc delayed a payment which was due to credit her account. She also complains about the issues she says this caused. What happened TSB was experiencing problems which meant there were delays in Bacs payments crediting its customers... (3 pages)View decision
