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 401363 results
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Decision Reference DRN-6002785
12 Mar 2026 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-6002785 The complaint Mr K complains Vanguard Asset Management Limited (‘Vanguard’) gave him wrong information in relation to its account fee. What happened Mr K had a stocks and shares ISA with Vanguard. In December 2024 Vanguard announced that it would charge a new minimum fee for... (9 pages)View decision -
Decision Reference DRN-6145159
12 Mar 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6145159 The complaint Ms T has complained about the way Creation Consumer Finance Limited administered a credit agreement she’d used to buy goods. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to s... (3 pages)View decision -
Decision Reference DRN-6218821
12 Mar 2026 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-6218821 The complaint Mr M complains that Hampshire Trust Bank Plc (HTB) gave him incorrect maturity values on his investment leading to delays in being able to reinvest the funds. Mr M requests compensation for the financial loss and a payment for distress and inconvenience. What h... (3 pages)View decision -
Decision Reference DRN-6088275
12 Mar 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-6088275 The complaint Ms D complains about the way Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (“Cabot”) has handled her request for information. What happened In 2020 Ms D opened a credit card account with a company I’ll refer to as B. As Ms D ... (5 pages)View decision -
Decision Reference DRN-6202175
12 Mar 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6202175 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly. What happened In January 2023, Mr G applied for a credit card with Vanquis. His application was approved and he was provided with a £2,000 limit. The interest was set at 29.3%. In ... (3 pages)View decision -
Decision Reference DRN-6103902
12 Mar 2026 JOHN CLARK (ABERDEEN) LIMITED Not upheldInsuranceDRN-6103902 The complaint Mr R complains that John Clark (Aberdeen) Limited (“JCAL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr R’s c... (5 pages)View decision -
Decision Reference DRN-6056415
12 Mar 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-6056415 The complaint Mr E has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), cancelled his policy without his knowledge. All references to Haven include its agents. What happened In March 2025 Mr E took out a policy with Haven through a... (4 pages)View decision -
Decision Reference DRN-6056699
12 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6056699 The complaint A company I’ll call T complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for its business account, having originally said business account banking would be fee-free forever. T is represented by its director, Mr F. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5684559
12 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5684559 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) hasn’t refunded funds he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Between May 2024 and December 2024 Mr ... (4 pages)View decision -
Decision Reference DRN-6219147
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6219147 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (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 (2... (15 pages)View decision