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-5637657
16 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5637657 The complaint Mr and Mrs S complain that Stellantis Financial Services UK Limited, trading as Stellantis Financial Services (Stellantis), incorrectly continued to send payment demands after their agreement ended. They would like more compensation than Stellantis has agreed t... (2 pages)View decision -
Decision Reference DRN-5696810
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5696810 The complaint Miss B has complained that Revolut LTD won’t refund money she says she lost to a scam. What happened Where the circumstances of the complaint are well known to both parties, I won’t detail them again here. Rather, I’ll focus on setting out the key reasons for m... (5 pages)View decision -
Decision Reference DRN-5640231
16 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5640231 The complaint Miss T has complained that The Royal London Mutual Insurance Society Limited (‘Royal London’) avoided her policies and refused to pay her claim. What happened Miss T took out two life insurance policies with Royal London by phone in 2020. She made a claim in 20... (3 pages)View decision -
Decision Reference DRN-5576746
16 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576746 The complaint Mr A complains that The Royal Bank of Scotland Plc (“RBS”) won’t reimburse him after he sent funds for the development of software that he now considers to have been an Authorised Push Payment (APP) scam. What happened Mr A has explained that he was looking for... (3 pages)View decision -
Decision Reference DRN-5590727
16 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5590727 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr S was approved for a Virgin Money credit card in December 2021 with a £3,800 credit limit. Mr S says that this was lent irresponsibly to him. Mr S made a... (3 pages)View decision -
Decision Reference DRN-5513455
16 Jul 2025 Metro Bank PLC UpheldConsumer CreditDRN-5513455 The complaint Mr K complains Metro Bank PLC trading as RateSetter registered a CIFAS marker against him in relation to a loan he’d taken out in 2021. What happened Mr K took out a personal loan for £2,500 loan with Ratesetter in October 2021. Ratesetter were contacted just o... (3 pages)View decision -
Decision Reference DRN-5660459
16 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5660459 The complaint T complains Wise Payments Limited trading as “Wise”, refuses to refund it for unauthorised transactions on its account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, this complaint has... (2 pages)View decision -
Decision Reference DRN-5534276
16 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5534276 The complaint Mr F complains about how AXA Insurance UK Plc handled a claim he made on his commercial property insurance policy. Reference to AXA includes its agents. It’s worth noting here that AXA has addressed previous complaints surrounding delays in addressing snagging ... (3 pages)View decision -
Decision Reference DRN-5330206
16 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5330206 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“Audi Finance”) have recorded inaccurate information on his credit file. What happened The parties are familiar with the background of this complaint so I will o... (3 pages)View decision -
Decision Reference DRN-5650733
16 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5650733 The complaint Mrs S complains that Marks & Spencer Financial Services Plc pressured her into opening a credit card account without giving her time to understand key information about the account. Mrs S also complains about the process she had to follow when she later ask... (3 pages)View decision
