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 381196 results
-
Decision Reference DRN-5756990
15 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5756990 The complaint Mr B’s complaint relates to his mortgage that he held with Santander UK Plc. He’s unhappy because he says that Santander didn’t do enough to support him during his period of financial difficulty. What happened In 2020 Mr B and his ex-wife (Mrs B) took a mortgag... (7 pages)View decision -
Decision Reference DRN-5696333
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5696333 The complaint Mrs H, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5690944
15 Aug 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5690944 The complaint Mrs W complains on behalf of the W Trust about the way Zurich Assurance Ltd has administered a reviewable whole of life policy. She is concerned about the premium increase required at a failed review, and says the policy was unsuitable when it was first recomme... (5 pages)View decision -
Decision Reference DRN-5698340
15 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5698340 The complaint Miss G complains that, given her circumstances, BMW Financial Services (GB) Limited (‘BMWFS’) trading as ALPHERA Financial Services, were unreasonable to charge her excess mileage. What happened Miss G took receipt of a used car in February 2020. She financed t... (2 pages)View decision -
Decision Reference DRN-5547209
15 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5547209 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) failed to complete adequate creditworthiness assessments prior to lending to him, resulting in him experiencing financial hardship. Mr R is represented in this complaint b... (4 pages)View decision -
Decision Reference DRN-5756873
15 Aug 2025 Atlas Insurance PCC Limited UpheldInsuranceDRN-5756873 The complaint Mr M complains Atlas Insurance PCC Limited (Atlas Insurance) provided a poor level of service when he made a claim on his rental car damage and repair costs insurance policy. Atlas Insurance are the underwriters of this policy i.e. the insurer. Part of this co... (3 pages)View decision -
Decision Reference DRN-5512176
15 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5512176 The complaint With the help of a professional representative (PR), Mr H complaints that Creation Consumer Finance Ltd lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr H. What happened On 15 September 2020, Mr H applied for – and was gi... (3 pages)View decision -
Decision Reference DRN-5054220
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5054220 The complaint Mr K is unhappy that Santander UK Plc (Santander) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2023, Mr K was a victim of a cryptocurrency based, investment scam which involved 5 payments over around 2 week... (5 pages)View decision -
Decision Reference DRN-5695722
15 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5695722 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car (”the car”) made by a large car-maker. Mr H acquired... (3 pages)View decision -
Decision Reference DRN-5332924
15 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332924 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In December 2024, Miss M received a text message asking if she was interested in a potential job. She replied that she was interested and was ... (3 pages)View decision
