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 369227 results
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Decision Reference DRN-5061724
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5061724 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being represented by a claims management company but, for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known to both pa... (4 pages)View decision -
Decision Reference DRN-5373649
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5373649 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) unfairly defaulted his account during a payment plan and communicated with him poorly at this time. Mr C wants the default removing from his credit file. What happened Monzo sent Mr C a letter on 6 October 2023 war... (3 pages)View decision -
Decision Reference DRN-5513875
28 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5513875 The complaint Mr W complains that Phoenix Life Limited trading as Standard Life (SL) caused avoidable delays to his annuity purchase. And that this led to him getting a lower annuity rate than he was first quoted and delayed his first annuity payment. What happened Mr W had ... (12 pages)View decision -
Decision Reference DRN-5484848
28 Apr 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5484848 The complaint This complaint is about a commercial loan that Mrs and Mr R hold with The Royal Bank of Scotland Plc (RBS). The essence of the complaint is that Mrs and Mr R believes RBS’ treatment of them since court proceedings in 2014 has been unfair. What happened The broa... (3 pages)View decision -
Decision Reference DRN-5268688
28 Apr 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5268688 The complaint Miss B complains that Tandem Motor Finance Limited requires her to make payments for a car that was supplied to her under a hire purchase agreement but which she sold back to the dealer. What happened A used car was supplied to Miss B under a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5407657
28 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5407657 The complaint Mr T complains about the interactions he’s had with HSBC UK Bank Plc, which he believes have been poor. He brings the complaint with the help of his son and attorney, but I will mostly refer to Mr T as this is his complaint. What happened Mr T is unhappy with s... (2 pages)View decision -
Decision Reference DRN-5336633
28 Apr 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5336633 The complaint Mr D complains that a car that was supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr D under a conditional sale agreement with Volvo Car Fi... (4 pages)View decision -
Decision Reference DRN-5451486
28 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5451486 The complaint Mr P complains Ageas Insurance Limited (Ageas) damaged his personal possessions following a claim he made under his contents insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In... (3 pages)View decision -
Decision Reference DRN-5497381
28 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497381 The complaint Mr O is unhappy that Barclays Bank UK PLC, trading ad Barclaycard, reduced the credit limit on his account. What happened Mr O has a credit account with Barclays which had a £2,000 credit limit. Since 2017, Barclays have reduced the credit limit on Mr O’s accou... (3 pages)View decision -
Decision Reference DRN-5016611
28 Apr 2025 Carmoola Limited Not upheldConsumer CreditDRN-5016611 The complaint Mr Y complains that the car he acquired through Carmoola Limited wasn’t of satisfactory quality. He says that the car is not fit for purpose, there’s been too many issues, and he wants to reject the car. What happened Mr Y entered into a hire purchase agreement... (4 pages)View decision
