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 385994 results
-
Decision Reference DRN-5832436
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5832436 The complaint Mr C complains that a car he acquired through a personal contract agreement (a type of hire purchase agreement) financed by BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera). What happened The parties are familiar with the back... (3 pages)View decision -
Decision Reference DRN-5824427
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5824427 The complaint The estate of Mrs W complains that Santander UK Plc released funds to an unauthorised party following the passing of Mrs W. The complaint is being brought on behalf of the estate by Ms W. What happened Following the passing of Mrs W, Ms W went to Santander to r... (2 pages)View decision -
Decision Reference DRN-5714892
28 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5714892 The complaint Mrs F complains about the increase in her premium after she declared a non-fault claim for a named driver when she applied for a car insurance policy with Covea Insurance plc. Reference to Covea includes its agents. Mrs F was represented when she referred her ... (2 pages)View decision -
Decision Reference DRN-5726746
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726746 The complaint Mr K and Mrs L complain that Lloyds Bank PLC (“Lloyds”) won’t refund a payment they made as part of a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it to be ... (4 pages)View decision -
Decision Reference DRN-5967434
28 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5967434 The complaint Mr E complains that American Express Services Europe Limited (“Amex”) has not been able to provide supplementary cards for family members, even though they are included as part of his card membership benefits. What happened Mr E says he and his family held thr... (3 pages)View decision -
Decision Reference DRN-5892962
28 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5892962 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly handled his request to cancel a motor insurance policy – as it provided him with incorrect figures of a pro-rata refund. What happened The circumstances of this case are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5612117
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5612117 The complaint and background Mr H complains that HSBC UK Bank Plc won’t reimburse money he lost when he fell victim to cryptocurrency recovery scams. Between the period of February and October 2024, Mr H made around £70,000 in payments from his account with HSBC which were ... (3 pages)View decision -
Decision Reference DRN-5612122
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5612122 The complaint and background Mr H complains that Revolut Ltd won’t reimburse money he lost when he fell victim to a cryptocurrency recovery scam. Between the period of March and May 2024, Mr H made around £39,000 in payments from his account with Revolut to accounts he held ... (2 pages)View decision -
Decision Reference DRN-5423630
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5423630 The complaint Mr D has complained that his bank, Barclays Bank UK PLC, failed to stop him from falling victim to an investment scam and refused to refund all the money he lost. What happened Mr D said that in March 2022 he was contacted about investing in foreign exchange b... (5 pages)View decision -
Decision Reference DRN-5984117
28 Nov 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5984117 The complaint Mr I complains about end of contract charges for a car supplied under a hire agreement by Volvo Car UK Limited (“VC”). What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In Novemb... (4 pages)View decision
