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 381082 results
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Decision Reference DRN-5064482
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5064482 THE COMPLAINT Mr H complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr H is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr H solely in this decision for ... (4 pages)View decision -
Decision Reference DRN-5646712
5 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5646712 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Go Car Credit Limited (Go Car) was of an unsatisfactory quality. When I refer to what Mr L has said and what Go Car have said, it should also be taken to include things said on the... (4 pages)View decision -
Decision Reference DRN-5628173
5 Aug 2025 MARSHALL MOTOR GROUP LIMITED Not upheldConsumer CreditDRN-5628173 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Marshall Motor Group Limited (Marshall) acting as supplying dealer and broker was mis-sold. When I refer to what Mr F has said and what Marshall have said, it should also be taken ... (3 pages)View decision -
Decision Reference DRN-5223398
5 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5223398 The complaint Mr K has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr K found a cryptocurrency investment scheme, either through an online advert, or through a scammer he met ... (2 pages)View decision -
Decision Reference DRN-5423241
5 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5423241 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around May 2023 Mr S acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash price of £1... (6 pages)View decision -
Decision Reference DRN-5568285
5 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5568285 The complaint Mr C and Ms W have complained about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim under their home insurance policy. As Mr C dealt with the claim and complaint, for ease, I will normally only refer to him. References to LV include co... (3 pages)View decision -
Decision Reference DRN-5468010
5 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5468010 The complaint Mr and Mrs N are unhappy with how ARAG Legal Expenses Insurance Company Limited are dealing with a claim they made under a legal expenses insurance policy. What happened In summary, Mr and Mrs N are in dispute with a neighbour regarding the construction of an e... (3 pages)View decision -
Decision Reference DRN-5730902
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730902 The complaint Mr A complains Revolut Ltd won’t refund payments he lost when he was the victim of a cryptocurrency (‘crypto’) investment scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The back... (8 pages)View decision -
Decision Reference DRN-5467957
5 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5467957 The complaint Mr and Mrs N are unhappy with the way ARAG Legal Expenses Insurance Company Limited has dealt with a claim they made on a legal expenses insurance policy. What happened Both parties are fully aware of the circumstances that led to this complaint, so I don’t int... (5 pages)View decision -
Decision Reference DRN-5737435
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5737435 The complaint Mr K complains that Revolut Ltd (‘Revolut’) wont refund money he lost when he was the victim of a scam. Mr K is being represented by a third party. However, to keep things simple, I will refer to Mr K throughout my decision. What happened The background to this... (6 pages)View decision
