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 381196 results
-
Decision Reference DRN-5302996
9 Jul 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5302996 The complaint Mr S complains about the hire agreement he took out with Volvo Car UK Limited (“Volvo”). He says when he took out the credit agreement, he was offered a service package. But when he came to have the car serviced, he was told there was no service plan in place. ... (3 pages)View decision -
Decision Reference DRN-5523556
9 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5523556 The complaint Ms J is unhappy with the payment Aviva Insurance Limited (“Aviva”) offered to cover the cost of her premium increase following a mistake handling her home emergency claim. Ms J had a plumbing and drainage plan, underwritten by Aviva, to provide emergency cover ... (3 pages)View decision -
Decision Reference DRN-5458011
9 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5458011 The complaint Mr B is unhappy that Lloyds Bank PLC won’t fully refund the payments he made as part of a scam. What happened In 2024 Mr B came across an advert on social media for a cryptocurrency investment company, I’ll call “A”. Interested in the opportunity, he left his d... (6 pages)View decision -
Decision Reference DRN-5636789
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5636789 The complaint Mr S complains about the service provided by Bank of Scotland plc trading as Halifax when it blocked a payment he wanted to make until he completed further security checks. To put things right Mr S would like Halifax to pay him substantial financial redress. ... (3 pages)View decision -
Decision Reference DRN-5449895
9 Jul 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5449895 The complaint Miss A is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with a personal loan. What happened In January 2024, Miss A applied for a loan with MCB. They lent her £1,500 over a two-y... (4 pages)View decision -
Decision Reference DRN-5621063
9 Jul 2025 Carole Nash Insurance Consultants Ltd Not upheldInsuranceDRN-5621063 The complaint Mr Q complained that Carole Nash Insurance Consultants Ltd (CNI) told him he could freeze payments under his car insurance policy when he sold his car. Mr Q complains he was subsequently charged a default payment fee and a negative credit marker has been record... (2 pages)View decision -
Decision Reference DRN-5431818
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5431818 The complaint Mr L complains Bank of Scotland plc (trading as “Halifax”) failed to pay him compensation or reimburse him for expenses he incurred resulting from two flight delays. What happened On or around 10 September 2024, Mr L paid approximately £1,000 on his Halifax cre... (3 pages)View decision -
Decision Reference DRN-5184685
9 Jul 2025 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-5184685 The complaint C, a limited company, complains that Worldpay (UK) Limited unreasonably closed their merchant services account, and charged them fees for transactions they didn’t receive. They say this led to their business losing clients and would like to be compensated. Wha... (3 pages)View decision -
Decision Reference DRN-5673765
9 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5673765 The complaint Mr R complains that Santander UK Plc failed to protect him from falling victim to a scam. Mr R also complains that Santander has refused to reimburse his losses. What happened Mr R’s explained that he met an individual on a dating website and was asked to move... (5 pages)View decision -
Decision Reference DRN-5680888
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5680888 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr B is b... (20 pages)View decision
