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 384134 results
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Decision Reference DRN-5740383
28 Nov 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5740383 The complaint Mr L has complained about the quality of the windscreen repair Highway Insurance Company Limited carried out following a claim on his car insurance policy. What happened Mr L has a car insurance policy with Highway. He made a claim for his damaged windscreen an... (3 pages)View decision -
Decision Reference DRN-5790176
28 Nov 2025 FINLI (SCOTLAND) LIMITED UpheldPensions and AnnuitiesDRN-5790176 The complaint Mr D’s complaint about FINLI (Scotland) Limited (‘FINLI’) relates to the advice and services it provided from 2018 in connection with his pension. He says it missed / carried out infrequent ongoing advice reviews of his pension planning, there was a lack of foc... (9 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN-5909995
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5909995 The complaint Mr S has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. In summary: Mr S has said he replied to a social media advert promising... (4 pages)View decision -
Decision Reference DRN-5984822
28 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5984822 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd, trading as FIRST HOLIDAY FINANCE, (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... (12 pages)View decision -
Decision Reference DRN-5984071
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5984071 The complaint Mr I complains that Santander UK Plc won’t refund the money he lost as a result of a scam. The complaint is brought on Mr I’s behalf by a professional representative. What happened The detailed background to this complaint is well known to both parties. So, I’... (5 pages)View decision -
Decision Reference DRN-5542823
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5542823 The complaint Mr and Mrs S have complained that Lloyds Bank PLC (Lloyds) won’t refund money they lost to a scam. What happened Between 1 April and 8 July 2024 Mr S made 10 debit card payments totalling £22,682.05, 33 faster payments totalling £104,653.00, and received two c... (4 pages)View decision -
Decision Reference DRN-5905710
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5905710 The complaint Mr W complains that HSBC UK Bank Plc deleted a payee from his account without his knowledge or consent. What happened The background to this complaint is well known to both parties so I will just provide a brief overview of key events here. Mr W had a current... (2 pages)View decision -
Decision Reference DRN-5867925
28 Nov 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5867925 The complaint Mr C complains about a car he acquired using a hire purchase agreement with Specialist Motor Finance Limited (“SMF”). He says the car has had numerous faults and it is no longer driveable. What happened In August 2023, Mr C entered a hire purchase agreement to ... (5 pages)View decision -
Decision Reference DRN-5960799
28 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5960799 The complaint Mr D complains that MBNA Limited trading as MBNA (“MBNA”) failed to remove a debt from his credit file despite him offering a cheque to settle his credit card account, which they cashed. What happened In November 2023, Mr D sent MBNA a letter enclosing a cheque... (2 pages)View decision
