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
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Decision Reference DRN-5226505
26 Jun 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5226505 The complaint Mrs Y complains about the quality of a used car she acquired through a hire purchase agreement with Blue Motor Finance Ltd (‘Blue Motor’). Mrs Y says that the car was not roadworthy, and it has been established that it was not working at the time it was sold to... (5 pages)View decision -
Decision Reference DRN-5255978
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5255978 The complaint and background Ms K complains Revolut Ltd won’t reimburse over £2,000 that she lost when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Revolut ought to have ... (2 pages)View decision -
Decision Reference DRN-5649022
26 Jun 2025 Tysers Insurance Brokers Limited UpheldInsuranceDRN-5649022 The complaint C complains Tysers Insurance Broker’s limited unfairly charged commission that it hadn’t disclosed to it between 2015 and 2024. C is being represented in bringing this complaint by one of its directors, Mr M. For ease I’ve only referred to C throughout the deci... (4 pages)View decision -
Decision Reference DRN-5617128
26 Jun 2025 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-5617128 The complaint Miss P complains about Allied World Assurance Company (Europe) dac’s decision not to offer a renewal of her landlord’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mis... (2 pages)View decision -
Decision Reference DRN-5588283
26 Jun 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5588283 The complaint Ms M complains that Ald Automotive Limited trading as Kia Contract Hire (KCH) applied charges at the end of a hire agreement despite the car being faulty. What happened In September 2020, Ms M acquired a car through a hire agreement with KCH. The duration of t... (5 pages)View decision -
Decision Reference DRN-5647925
26 Jun 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5647925 The complaint Mr L complains that Nationwide Building Society was irresponsible in its lending to him. He wants his debt written off or substantially reduced and compensation for the stress he has been caused. What happened Mr L was provided with a £15,000 loan by Nationwide... (4 pages)View decision -
Decision Reference DRN-5338024
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5338024 The complaint and background Ms T complains Monzo Bank Ltd (‘Monzo’) won’t reimburse over £12,000 that she lost when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t consider the first nine disputed transactions made, ought to h... (3 pages)View decision -
Decision Reference DRN-5199111
26 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5199111 The complaint Mr W has complained that Scottish Widows Limited gave him incorrect information regarding a partial transfer of his pension funds he held with it into an annuity. Mr W has said that, as a result, he unnecessarily incurred the expense of using an independent fin... (4 pages)View decision -
Decision Reference DRN-5338061
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5338061 The complaint and background Ms T complains Revolut Ltd (‘Revolut’) won’t reimburse over £1,000 that she lost when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t consider the first few transactions to have caused any concern f... (3 pages)View decision -
Decision Reference DRN-5607557
26 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5607557 The complaint Mrs S complains Barclays Bank UK PLC’s IT outage meant she couldn’t pay her rent. What happened There was an IT outage during the weekend of 31 January to 2 February 2025, and during this time Mrs S needed to pay her rent. Mrs S tried to transfer money from ... (3 pages)View decision
