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 371633 results
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Decision Reference DRN-5185014
9 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5185014 The complaint Mr S settled his finance agreement early with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS) and is unhappy with the amount of money they asked him to pay. When I refer to what Mr S or AFS have said or done, it should also ... (3 pages)View decision -
Decision Reference DRN-5343024
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5343024 The complaint Miss D complains HSBC UK Bank Plc (‘HSBC’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says HSBC should reimburse her for the money she lost. What happened As both parties are familiar with the ci... (7 pages)View decision -
Decision Reference DRN-5199168
9 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5199168 The complaint Mrs L complains about a car supplied to her using a hire agreement taken out with Hyundai Capital UK Limited trading as Hyundai Finance Contract Hire (“HFCH”). What happened In May 2022, Mrs L signed a hire agreement with HFCH to acquire a brand-new car for de... (4 pages)View decision -
Decision Reference DRN-5023403
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5023403 The complaint Mrs P has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened Mrs P says she saw an advertisement for an investment opportunity on a social networking platform and it piqued her interest. Mrs P was under the impression the... (9 pages)View decision -
Decision Reference DRN-5524783
9 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5524783 The complaint Mr M and Miss W complain that Nationwide Building Society didn’t inform them of its loan to value requirement for new build properties when it gave them a mortgage decision in principle. What happened Mr M and Miss W are represented in this complaint by Miss W... (4 pages)View decision -
Decision Reference DRN-5609924
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5609924 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr B said he received a message via social media from someone who I’ll refer to as the scammer. Mr B said the scammer brought up investing in cr... (4 pages)View decision -
Decision Reference DRN-5609859
9 Jun 2025 Wakam UpheldInsuranceDRN-5609859 The complaint Mr B has complained on behalf of his company about the company’s motor insurer Wakam, regarding the price it offered him when it disposed of his total loss vehicle. What happened A car belonging to Mr B’s company was stolen and recovered but found to be damag... (3 pages)View decision -
Decision Reference DRN-5609843
9 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5609843 The complaint Mr P complains that a used van he acquired through a conditional sale agreement financed by Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’) is of unsatisfactory quality. What happened In August 2023 Mr P took out a conditional sale agreement to cove... (5 pages)View decision -
Decision Reference DRN-5599152
9 Jun 2025 etika Finance UK Limited UpheldConsumer CreditDRN-5599152 The complaint Mr M complains that ETIKA FINANCE UK LIMITED trading as Etika, failed to mark his finance agreement as settled with credit reference agencies (CRAs). He said this has caused him an inconvenience and impacted the price he’s been paying on his mortgage. What hap... (2 pages)View decision -
Decision Reference DRN-5310898
9 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5310898 The complaint Mr and Mrs F have complained that Society of Lloyd’s (“SoL”) declined a claim they made on their buildings insurance policy. Reference to SoL includes its agents and representatives. As Mr F has primarily dealt with the matter, for simplicity, I’ll refer to hi... (3 pages)View decision
