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 370904 results
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Decision Reference DRN-5140947
17 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5140947 The complaint Mrs D complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs D is being represented by a third party. To keep things simple, I will refer to Mrs D throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-5488877
17 Apr 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5488877 The complaint Miss T complains that Secure Trust Bank Plc trading as Moneyway irresponsibly agreed to finance the purchase of a car. What happened I issued a provisional decision on 25 March 2025 where I set out a detailed background to this complaint. My provisional decisi... (2 pages)View decision -
Decision Reference DRN-5375663
17 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5375663 The complaint Miss B’s complaint is about her residential mortgage with Bank of Scotland plc (under its trading name of Intelligent Finance, but referred to here as BOS). Miss B is unhappy that BOS will not accept her valuation of the property in relation to a potential neg... (3 pages)View decision -
Decision Reference DRN-5492451
17 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5492451 The complaint Mrs B has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In August 2023 Mrs B entered into a two-year fixed sum loan agreem... (4 pages)View decision -
Decision Reference DRN-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN-5173622
17 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5173622 The complaint Mr S complains about the way Lloyds Bank PLC (Lloyds) handled his request for money back in respect of a payment he made using his debit card to settle a loan with a third-party lender. What happened Mr S said he paid a supplier for services using a fixed sum l... (3 pages)View decision -
Decision Reference DRN-4984459
17 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4984459 The complaint Mrs S complains that Lloyds Bank PLC has not refunded the money she lost to what she believes was a scam. Mrs S is represented in this complaint by a solicitor, but for simplicity I have referred to Mrs S throughout this decision, even when referencing what he... (3 pages)View decision -
Decision Reference DRN-5386996
17 Apr 2025 Admiral Insurance Company Limited Not upheldInsuranceDRN-5386996 The complaint Mr E complains about how Admiral Insurance Company Limited (“Admiral”) removed a discount from his car insurance policy which used a telematics device to gather data about his driving. What happened Mr E had a car insurance policy with Admiral. The policy requi... (3 pages)View decision -
Decision Reference DRN-5492321
17 Apr 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5492321 The complaint Ms J has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and Ms J has complained about alleged irresponsible lending. Ms J has been repres... (5 pages)View decision -
Decision Reference DRN-5427232
17 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5427232 The complaint Mr P has complained about U K Insurance Limited (UKI). He isn’t happy that it held him fully liable for a claim made on his motor insurance policy. Mr P’s policy is branded in the name of the intermediary which administers it. But it is underwritten by UKI. UKI... (3 pages)View decision
