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 360982 results
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Decision Reference DRN-5126975
9 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5126975 The complaint Miss P complained about the poor service she received from Advantage Insurance Company Limited (“Advantage”) during a claim and she thought her car should’ve been written-off shortly after making the claim. Advantage was providing a motor insurance policy. What... (3 pages)View decision -
Decision Reference DRN-4938997
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938997 The complaint Mr B complains that Nationwide Building Society disclosed information about him and his account that it ought not to have. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the ... (2 pages)View decision -
Decision Reference DRN-5124984
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5124984 The complaint Mrs A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-5198522
9 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5198522 The complaint Ms C complains Stellantis Financial Services UK Limited (formerly Vauxhall Finance) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In November 2021, Ms C entered into a 48 month conditional sale agreement with Stellanti... (4 pages)View decision -
Decision Reference DRN-5139386
9 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5139386 The complaint Mr A complains that Vanquis Bank Limited (“Vanquis”) registered a default on his account. He’s also unhappy that Vanquis failed to call him back as agreed. What happened Mr A holds an account with Vanquis. On 3 November 2023 his direct debit was returned unpaid... (6 pages)View decision -
Decision Reference DRN-4981478
9 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4981478 The complaint Miss H complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5087902
9 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5087902 The complaint Miss S complains National Westminster Bank Plc (“NatWest”) unfairly applied a default marker against her credit card account after it had closed her current account and the direct debit payment for it was cancelled. Miss S is also unhappy NatWest sent a cheque ... (5 pages)View decision -
Decision Reference DRN-4639042
9 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4639042 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened Miss A was looking for an apartment to rent for three days in London and found one she liked on an online property rental website... (2 pages)View decision -
Decision Reference DRN-5197064
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5197064 The complaint Mr T is unhappy with the information Aviva Insurance Limited trading as Quotemehappy.com (Aviva) have recorded on the Consumer Underwriting Exchange (CUE) regarding a claim on his motor insurance policy. References to Aviva include its agents. What happened In... (5 pages)View decision -
Decision Reference DRN-4820398
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4820398 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In April 2023, Mr C found an investment opportunity online, with a company I’ll refer to as M. Mr C looked at M’s website and says it looke... (4 pages)View decision
