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 380824 results
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Decision Reference DRN-5672244
17 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5672244 The complaint Miss C is complaining on behalf of J – a company that she is the sole trader of – that Covea Insurance plc is looking to deduct VAT from a settlement for a claim on her commercial vehicle insurance policy. What happened In April 2024 Miss C’s van was damaged in... (3 pages)View decision -
Decision Reference DRN-5633564
17 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5633564 The complaint Ms A complains that Capital One (Europe) plc closed her account due to inactivity. What happened In October 2014 Mrs A opened a Capital One credit card account. On 4 May 2024 Capital One sent Ms A a letter advising her that the account would close if no transac... (2 pages)View decision -
Decision Reference DRN-5054689
17 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5054689 The complaint Mr G is unhappy that Revolut Ltd didn’t refund payments he made as part of a scam. Mr G is professionally represented in the complaint, but for simplicity I’ve only referred to the actions of Mr G throughout. What happened In early 2023 Mr G received a call fro... (7 pages)View decision -
Decision Reference DRN-5651303
17 Jul 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5651303 The complaint Mrs A complains that a conditional sale agreement with Volvo Car Financial Services UK Limited was misrepresented to her. What happened A new car was supplied to Mrs A under a conditional sale agreement with Volvo Car Financial Services that she electronically ... (3 pages)View decision -
Decision Reference DRN-5573077
17 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5573077 The complaint Miss M is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred her defaulted Bounce Back Loan (“BBL”) debt to a third-part debt collection agency (“DCA”) even though she was making payments of £20 per month towards it. What happened Miss M had... (2 pages)View decision -
Decision Reference DRN-5481068
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5481068 The complaint Mr and Mrs W are unhappy with Bank of Scotland plc trading as Halifax. Mr and Mrs W found an old passbook and asked Halifax to trace the funds held in the account. Halifax eventually found the account and said it closed with a balance of £4,331.30 and the balan... (3 pages)View decision -
Decision Reference DRN-5109829
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109829 The complaint Miss H complains that Bank of Scotland plc (trading as Halifax) failed to refund £15,000 she says she lost to a crypto investment scam. Miss H is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss H in this decisi... (3 pages)View decision -
Decision Reference DRN-5168932
17 Jul 2025 Janus Henderson Fund Management UK Limited Not upheldInvestmentsDRN-5168932 The complaint Mr K complains Janus Henderson Fund Management UK Limited & Co Ltd (‘JH’) closed one of its investment funds without adequate explanation or rationale. What happened Mr K held shares in an investment fund managed by JH. On 11 December 2023 JH wrote to Mr K ... (5 pages)View decision -
Decision Reference DRN-5310661
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5310661 The complaint Mrs C is unhappy with how Santander UK Plc handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Mrs C explained she had a cyst on her face which her GP diagnosed as benign in May 2023. She says she asked for it to be removed,... (4 pages)View decision -
Decision Reference DRN-5680814
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5680814 The complaint Mrs C and Mr C’s complaint is, in essence, that First Holiday Finance Ltd (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’) an... (14 pages)View decision
