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 381196 results
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Decision Reference DRN-5480929
11 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5480929 The complaint Mr P complains that Lendable Ltd (Lendable) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr P took out a personal loan with Lendable in March 2022. The amount borrowed was £1,500 over a term of 24... (2 pages)View decision -
Decision Reference DRN-5791640
11 Sep 2025 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-5791640 The complaint Mr R complains that James Hay Administration Company Limited (James Hay) gave him incorrect information and caused delays. What happened James Hay was the administrator of Mr R’s SIPP (self invested personal pension). Mr R’s complaint made to James Hay in Augu... (4 pages)View decision -
Decision Reference DRN-5719857
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5719857 The complaint Mr A complains about a claim he made to Clydesdale Bank Plc trading as Virgin Money in respect of a deposit paid for flights. What happened In November 2024, Mr A made payment of £1,500 to a travel agent who I’ll call E, using his Virgin Money credit card. The ... (4 pages)View decision -
Decision Reference DRN-5728882
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5728882 The complaint Mr F has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a cruise he paid for with credit it provided. What happened In July 2024, Mr F used his Virgin Money credit card to ... (5 pages)View decision -
Decision Reference DRN-5561411
11 Sep 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5561411 The complaint Mr H complains that Western Circle Ltd trading as Cashfloat gave him a loan he couldn’t afford to repay What happened In July 2024, Cashfloat gave Mr H a £500 instalment loan. It was due to be paid back over seven monthly instalments and the highest repayment a... (3 pages)View decision -
Decision Reference DRN-5810965
11 Sep 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5810965 The complaint Mr and Mrs W complain that Lenvi Servicing Limited delayed the redemption of their help-to- buy-loan. What happened In 2019 Mr and Mrs W bought their home with the aid of a help-to-buy equity loan with the Homes and Communities Agency. Until 16 June 2023 the lo... (4 pages)View decision -
Decision Reference DRN-5766271
11 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5766271 The complaint Mr A complains Starling Bank Limited (“Starling”) didn’t do enough to protect him when he fell victim to a purchase scam. Mr A has raised the complaint with us via a third-party representative, in the main I will refer to Mr A. What happened Both parties are ... (4 pages)View decision -
Decision Reference DRN-5509250
11 Sep 2025 ReAssure Life Limited Not upheldInsuranceDRN-5509250 The complaint Mrs W complains about a reviewable whole of life policy (RWOL) that was sold to her by ReAssure Life Limited. She complains the policy was mis-managed and was not value for money. What happened Mrs W and her late husband took out the policy in 1993, for an init... (3 pages)View decision -
Decision Reference DRN-5590042
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5590042 The complaint Mr A complains that Monzo Bank Ltd didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A, i... (4 pages)View decision -
Decision Reference DRN-5691170
11 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5691170 The complaint Mrs H complains that Haven Insurance Company Limited (Haven) has reduced the amount it will pay for her claim following the theft of her car. What happened Mrs H took out a car insurance policy with Haven through a price comparison site in December 2023. Mrs H... (3 pages)View decision
