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 369228 results
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Decision Reference DRN-5412056
20 Mar 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5412056 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance Limited was of an unsatisfactory quality. What happened On 28 August 2023, Miss M was supplied with a used car through a hire purchase agreement with Marsh. She pai... (6 pages)View decision -
Decision Reference DRN-5176433
20 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5176433 The complaint Mr B complains about Bank of Scotland plc trading as Halifax. He says that Halifax didn’t do enough to protect him when he fell victim to a scam, and would like it to refund him the money he has lost. What happened Mr B was scrolling through social media whe... (3 pages)View decision -
Decision Reference DRN-5021330
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5021330 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Mrs G fell victim to a fake job scam after she replied to an advert about a job opportunity on social media. She was contacted on a messaging app and tol... (7 pages)View decision -
Decision Reference DRN-5137655
20 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5137655 The complaint Ms E complains that Santander UK Plc has declined her claim for reimbursement after she had work done at her home. She says that, because she paid for the work in part using her Santander credit card, she has a claim against the bank as well as against the supp... (3 pages)View decision -
Decision Reference DRN-5205557
20 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5205557 The complaint Ms K is unhappy with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services’ (VWFS) offer to settle her complaint about the quality of a new car she acquired through a hire purchase agreement with it. What happened In August 2023 Ms K ent... (7 pages)View decision -
Decision Reference DRN-5403865
20 Mar 2025 Santander UK Plc Not upheldConsumer CreditDRN-5403865 The complaint Mr W complains that Santander UK Plc (‘Santander’ or the ‘bank’), has unfairly removed a fixed payment mandate which he set up to repay his flexible loan facility (‘flexi loan’ or the ‘account’). He also complains about Santander being unable to evidence that i... (4 pages)View decision -
Decision Reference DRN-5103295
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5103295 The complaint Ms Z is unhappy that Revolut Ltd declined to refund money she lost as part of an investment scam. Ms Z is represented by a third party. What happened Ms Z says she was introduced to an investment company (which I’ll refer to as “G”) by a colleague. She resear... (4 pages)View decision -
Decision Reference DRN-4721819
20 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4721819 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed him after he fell victim to a scam. What happened Mr G says that in around September 2023 he received a message from someone who introduced themselves as a representative of a company I’ll call S i... (3 pages)View decision -
Decision Reference DRN-5402054
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5402054 The complaint Mr and Mrs A complain that Liverpool Victoria Insurance Company Limited (LV) turned down a curtailment claim they made on a travel insurance policy. Mr and Mrs A’s representative made this complaint on their behalf. But for ease of reading, I’ve mainly referred... (4 pages)View decision -
Decision Reference DRN-4969414
20 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4969414 The complaint Mr E complains Vanquis Bank Limited (Vanquis) should have done more to help him recover a £50 administrative charge paid to an insurance broker. What happened On 27 December 2023, Mr E said he paid £50 with his credit card to an insurance broker (which I’ll ca... (4 pages)View decision
