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 392389 results
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Decision Reference DRN-5827486
6 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5827486 The complaint Mr B was unhappy with the settlement offer he received from Aviva Insurance Limited (“Aviva”) when he lost an item of jewellery away from his home. Aviva were providing a home insurance policy. What happened Mr B lost a piece of jewellery whilst he was away fro... (3 pages)View decision -
Decision Reference DRN-5771487
6 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5771487 The complaint Miss H and Miss H complain that Santander UK Plc won’t refund the money they lost to a flight ticket scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-6019286
6 Jan 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6019286 The complaint Mr G was unhappy Accredited Insurance (Europe) Ltd (“AI”) didn’t pay the costs he incurred appointing a representative during his home insurance claim. What happened Following fire damage at his property, Mr G made a claim. After appointing a loss adjuster to r... (2 pages)View decision -
Decision Reference DRN-5594385
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5594385 The complaint Mrs T complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an impersonation scam. What happened Mrs T had just started selling products on a notable online platform I will refer to as E, when she w... (5 pages)View decision -
Decision Reference DRN-6053892
6 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6053892 The complaint Mr B says Zopa Bank Limited irresponsibly lent to him. What happened Mr B took out a loan for £1,000 over 24 months on 10 September 2025. The monthly repayments were £56.52 and the total repayable was £1,356.48. Mr B says Zopa’s lending decision was irresponsib... (3 pages)View decision -
Decision Reference DRN-5786251
6 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5786251 The complaint Mr and Mrs A complain about the decline of their home insurance claim by Aviva Insurance Limited (‘Aviva’). Some of Mr and Mrs A’s dissatisfaction relates to the actions of agents that were acting on behalf of Aviva. As Aviva have accepted responsibility for th... (3 pages)View decision -
Decision Reference DRN-6050015
6 Jan 2026 Marsh FM LLP UpheldConsumer CreditDRN-6050015 The complaint Mr R complains that the car he acquired through Marsh FM LLP (“Marsh”) wasn’t of satisfactory quality. He wants to reject the car and cancel the finance agreement. What happened Mr R entered a hire purchase agreement in December 2023 to acquire a used car. The ... (4 pages)View decision -
Decision Reference DRN-5734708
6 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5734708 The complaint Mr A complains Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t refunded funds he lost as the result of multiple scams. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr ... (4 pages)View decision -
Decision Reference DRN-5935899
6 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5935899 The complaint Mr A complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (BMWFS) unfairly terminated his finance agreement. What happened In February 2022 Mr A acquired a car at a cost of £15,495.00. This was funded by a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5664168
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5664168 The complaint Mr S complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened Mr S found the investment scam via a social media platform towards the end of 2023. It was advertised as b... (6 pages)View decision