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 381194 results
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Decision Reference DRN-5931587
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5931587 The complaint Miss E complains Revolut Ltd acted unfairly by not refunding a payment she made using her debit card. What happened In December 2024, Miss E purchased a bracelet and trainers from a company I’ll refer to as S. She paid a total of £4,697.95 using her Revolut debit ... (4 pages)View decision -
Decision Reference DRN-5927744
4 Nov 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5927744 The complaint Mrs N complains Tesco Personal Finance Limited trading as Tesco Bank has treated her unfairly by failing to respond to a claim brought under Sections 75 and 140A of the Consumer Credit Act 1974 (“CCA”). Mrs N is represented in her complaint by a professional re... (6 pages)View decision -
Decision Reference DRN-5644669
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644669 The complaint Mr J has complained that Santander UK Plc won’t refund money he says he lost in a scam. What happened In summary, during a day in 2024, Mr J made three payments from his Santander account to his account at a cryptocurrency exchange, totalling around £3,000. In ... (2 pages)View decision -
Decision Reference DRN-5748080
4 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5748080 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on his motor insurance policy. What happened Mr T has said that he used to be a designer, but he became a craftsman in about 2013. The subject matter of the insurance, the claim an... (4 pages)View decision -
Decision Reference DRN-5927280
4 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5927280 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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’), (2) deci... (3 pages)View decision -
Decision Reference DRN-5709650
4 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5709650 The complaint Mr C complains that a car supplied under a hire agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“SFS”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the b... (3 pages)View decision -
Decision Reference DRN-5640108
4 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640108 The complaint Mr B complains HSBC UK Bank Plc unfairly recorded a Cifas marker against him. He wants the marker removed and compensation for the impact the marker has had on him. What happened The background that led to HSBC recording a marker against Mr B are understood by ... (4 pages)View decision -
Decision Reference DRN-5883419
4 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5883419 The complaint Ms M complains that Oodle Financial Services Limited provided her with a car which was not of satisfactory quality and that it has not done enough to put things right. What happened In October 2024 Ms M entered into a 45 month hire purchase agreement with Oodle... (3 pages)View decision -
Decision Reference DRN-5762556
4 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5762556 The complaint Miss G complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly declined a claim under her pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events h... (3 pages)View decision -
Decision Reference DRN-5912994
4 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5912994 The complaint Mr S and Mrs S have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under their home insurance policy. What happened Mr S and Mrs S made a claim for storm damage when an external glass balustrade at their home was da... (7 pages)View decision
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