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 381195 results
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Decision Reference DRN-5145099
23 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145099 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened On 16 May 2024 Mr M made three payments totalling £500 to purchase concert tickets from someone he met online, however the tickets were not sent. When Mr M realised it was a sc... (2 pages)View decision -
Decision Reference DRN-5641008
23 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5641008 The complaint Mr F has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“MHCC”) dealt with a claim he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“CCA”). What happened The circumstances of the complaint are well... (5 pages)View decision -
Decision Reference DRN-5433751
23 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5433751 The complaint Mr F complained that Liverpool Victoria Insurance Company Limited didn’t allow him a courtesy car under his motor insurance policy. What happened After Mr F ’s car was damaged in an incident. Liverpool Victoria Insurance Company Limited (LV) agreed to pay for ... (2 pages)View decision -
Decision Reference DRN-5353922
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5353922 The complaint T, a limited company, complains that HSBC UK Bank Plc have declined to refund them for a payment they transferred to a HSBC account as the result of a scam. What happened The background to this complaint is well known to both parties, and largely not in disput... (3 pages)View decision -
Decision Reference DRN-5468360
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5468360 The complaint Mr F complains about the settlement that U K Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants the true value of his car and compensation... (3 pages)View decision -
Decision Reference DRN-5530102
23 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5530102 The complaint Mr and Mrs C are unhappy that Aviva Insurance Limited declined their private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5596023
23 Jun 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5596023 The complaint Mr H complains that FirstRand Bank Limited trading as MotoNovo Finance (‘MotoNovo’) irresponsibly entered into a hire purchase agreement with him. He says MotoNovo failed to check he could make repayments under the agreement sustainably. Mr H also raises conce... (4 pages)View decision -
Decision Reference DRN-5204063
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5204063 The complaint Mr Z complains that Lloyds Bank PLC won’t refund money he lost as a result of a scam. Mr Z is represented, but for ease, I have referred to comments made by his representative as though Mr Z himself made them. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5634083
23 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5634083 The complaint Mr W has complained that he was unable to use his Guavapay Limited (“Guavapay”) payment card due to issues with his PIN. Mr W also complained that he referred his son for a Guavapay card but the referral bonus wasn’t paid to him, despite his son setting up a Gu... (3 pages)View decision -
Decision Reference DRN-5625293
23 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5625293 The complaint Miss W complains that National Westminster Bank Plc wrongly said she was a joint account holder with her late mother despite a power of attorney being in place for her. What happened Miss W explains that she received a power of attorney to her mother’s account.... (3 pages)View decision
