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 381082 results
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Decision Reference DRN-5641944
21 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5641944 Complaint Mrs C complained that PayPal didn’t reimburse her after she reported falling victim to a scam. Background Mrs C fell victim to several scams over a period of months in 2024. One of these involved a payment of £350 from her PayPal account. She was contacted on socia... (2 pages)View decision -
Decision Reference DRN-5823650
21 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5823650 The complaint Mrs R complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs R has explained that in November 2023 she ... (2 pages)View decision -
Decision Reference DRN-5740322
21 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5740322 The complaint Mr M complains that the car he acquired through MI Vehicle Finance Limited trading as Mann Island Finance (“Mann Island”) wasn’t of satisfactory quality. He wants Mann Island to cover the cost of repairs and his financial losses. What happened Mr M entered into... (4 pages)View decision -
Decision Reference DRN-5874953
21 Oct 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5874953 The complaint Ms K is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (Blue) was of an unsatisfactory quality. What happened In December 2024 Ms K was supplied with a used car through a hire purchase agreement with Blue. The ag... (5 pages)View decision -
Decision Reference DRN-5731564
21 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5731564 The complaint Miss K complains that Advantage Insurance Company Limited unfairly refused to pay a claim on her motor insurance policy and then cancelled it. Miss K’s partner – Mr W – has helped her to bring this complaint. But, for ease of reading, except where I think I nee... (3 pages)View decision -
Decision Reference DRN-5729422
21 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5729422 The complaint Ms B complains about how Domestic & General Insurance Plc (DGI) dealt with and settled a claim she made under her appliance protection policy. What happened Ms B held an appliance protection policy with DGI, which insured her cooker against mechanical or e... (4 pages)View decision -
Decision Reference DRN-5764328
21 Oct 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5764328 The complaint Miss G complains about the way ZILCH TECHNOLOGY LIMITED (‘Z’) acted toward her when she was having financial trouble. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (3 pages)View decision -
Decision Reference DRN-5626184
21 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5626184 Complaint Mr and Mrs C are unhappy that National Westminster Bank Public Limited Company (NatWest) didn’t reimburse them after they reported falling victim to a scam. Although these losses were sustained on joint accounts, it was Mrs C who had all contact with the fraudsters... (4 pages)View decision -
Decision Reference DRN-5626124
21 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5626124 Complaint Mrs C is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after they reported falling victim to a series of scams. Background The background to this complaint is well known to the parties and was set out in considerable detail by th... (3 pages)View decision -
Decision Reference DRN-5817406
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5817406 The complaint Ms A complains that American Express Services Europe Limited (Amex) has treated her unfairly regarding a transaction on her credit card for a hotel booking. What happened On 7 September 2024, Ms A paid £664 to a booking agent, who I’ll call S. The payment was m... (3 pages)View decision
