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 367928 results
-
Decision Reference DRN-5378941
25 Mar 2025 First Complete Ltd Not upheldInvestmentsDRN-5378941 The complaint Mr B complains about advice he says he received from an appointed representative (AR) of First Complete Ltd to make a loan investment as well as a critical illness policy. What happened Mr B was introduced to Mr X of Bouncelife Limited (Bounce) in around April... (4 pages)View decision -
Decision Reference DRN-5222785
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5222785 The complaint Miss F, 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. ... (3 pages)View decision -
Decision Reference DRN-5351225
25 Mar 2025 Coventry Building Society Not upheldMortgagesDRN-5351225 The complaint Mr S complains that his mortgage lender, Coventry Building Society, hasn’t treated him fairly by refusing to allow him to continue paying his mortgage on interest only terms. What happened Mr S has a mortgage with Coventry. He borrowed £165,000 on interest only... (12 pages)View decision -
Decision Reference DRN-5415797
25 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5415797 The complaint Mr Y complains that two international payments he made from his Starling Bank Limited account went missing, and that it won't take responsibility for tracing the payments. What happened In September 2024 Mr Y made two international payments to his daughter... (2 pages)View decision -
Decision Reference DRN-4993723
25 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-4993723 The complaint Mr A complains that Startline Motor Finance Limited (‘SMF’) unfairly recorded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A applied to a ... (3 pages)View decision -
Decision Reference DRN-5215276
25 Mar 2025 Vodafone Limited Not upheldConsumer CreditDRN-5215276 The complaint Miss H complains that Vodafone Limited (‘VL’) terminated her device plan and marked her credit file with missed payments. What happened In October 2023, Miss H entered a fixed sum loan agreement to buy a new mobile phone. The loan was for £972, at zero interest... (4 pages)View decision -
Decision Reference DRN-5145058
25 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5145058 The complaint Miss R complains that NewDay Ltd trading as Aqua (‘NewDay’) lent to her irresponsibly when they provided her with a credit card and later credit limit increases (‘CLIs’). She said NewDay didn’t check that she could repay the balance sustainably. Miss R brought... (4 pages)View decision -
Decision Reference DRN-5415758
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415758 The complaint Mr B and Mr B are unhappy that Santander UK Plc has decided not to refund them after they paid money to an investment scam. What happened Mr B invested in a rent-to-rent property scheme using funds from his joint account held with a relative – Mr B. Mr B was i... (3 pages)View decision -
Decision Reference DRN-5398121
25 Mar 2025 Liverpool Victoria Financial Services Limited UpheldInvestmentsDRN-5398121 The complaint Ms F complains about the maturity value of a policy she held with Liverpool Victoria Financial Services Limited (LV). What happened In July 2024 Ms F contacted LV asking how the final maturity value of her policy was calculated. LV issued a final response lette... (2 pages)View decision -
Decision Reference DRN-5091780
25 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5091780 The complaint Mr J complains that he never received the cyclical review paperwork for his Whole-of-Life (WOL) protection plan that Phoenix Life Limited (‘Phoenix’) say they issued. Mr J states that because he wasn’t informed of Phoenix’s intention to reduce the plan’s sum as... (5 pages)View decision
