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-6034777
6 Jan 2026 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-6034777 The complaint Mr M complains about a car supplied to him using a conditional sale agreement taken out with Volvo Car Financial Services UK Limited (“VCFS”). What happened In June 2024, Mr M acquired a brand-new car using a conditional sale agreement with VCFS. The cash pric... (4 pages)View decision -
Decision Reference DRN-6002400
6 Jan 2026 Salary Finance Limited Not upheldConsumer CreditDRN-6002400 The complaint Miss D is unhappy that Salary Finance Limited ("SFL") took a payment after she paid a loan settlement figure and which she didn’t authorise SFL to take. What happened On 8 May 2025, Miss D requested a loan settlement figure from SFL. A letter was issu... (3 pages)View decision -
Decision Reference DRN-5768720
6 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5768720 The complaint Mr B complaints that American Express Services Europe Limited ("AmEx") led him to apply for an account upgrade based on an advertised benefit that he couldn’t utilise. What happened On 20 December 2024, Mr B received an email from AmEx inviting him to... (2 pages)View decision -
Decision Reference DRN-6043922
6 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6043922 The complaint C, a limited company, complains Santander UK Plc moved from a free business account to one with a monthly fee, breaking clear commitments made when the account was opened. C is represented by a director but I’ll refer to C throughout this decision. Also, the a... (3 pages)View decision -
Decision Reference DRN-5857523
6 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5857523 The complaint Mr and Mrs A complain about the response of Admiral Insurance (Gibraltar) Limited (‘Admiral’) to their home emergency insurance claim. Some of Mr and Mrs A’s dissatisfaction relates to the actions of agents that were acting on behalf of Admiral. As Admiral have... (4 pages)View decision -
Decision Reference DRN-5710132
6 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710132 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. He’s represented by a Claims Management Company. For simplicity, I’ll refer to Mr A throughout this decision. What happened The background is known to bo... (3 pages)View decision -
Decision Reference DRN-5865522
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5865522 The complaint Mr T complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened Mr T found the scam via a social media platform at the beginning of 2025. It was advertised as being aimed ... (7 pages)View decision -
Decision Reference DRN-5700019
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5700019 The complaint and background Mr Z complains that Revolut Ltd (“Revolut”) won’t reimburse around £5,000 that he lost when he fell victim to an employment scam in January 2025. Our investigator didn’t uphold the complaint. Although she found Revolut ought to have enquired abou... (2 pages)View decision -
Decision Reference DRN-6012160
6 Jan 2026 Wakam UpheldInsuranceDRN-6012160 The complaint Mr A has complained about the amount Wakam has offered in settlement of his claim under his private hire insurance policy. Any reference to Wakam includes its agents. What happened Mr A’s vehicle, which he used as a taxi, was damaged by a fire in November 2022.... (3 pages)View decision -
Decision Reference DRN-5892400
6 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5892400 The complaint Mr K has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I... (3 pages)View decision