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 123872 results
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Decision Reference DRN-5700687
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5700687 The complaint Mr S has complained about the way NewDay Ltd trading as Pulse Credit Card handled a claim for money back in relation to a transaction he’d made using his credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not go... (3 pages)View decision -
Decision Reference DRN-5518002
1 Aug 2025 Hiscox Underwriting Limited UpheldInsuranceDRN-5518002 The complaint Mr F has complained that Hiscox Underwriting Limited (Hiscox) avoided his bicycle insurance policy and refused to settle his claim. What happened Mr F took out a bicycle insurance policy with Hiscox online. He later made a claim when his bike was stolen. Hisc... (3 pages)View decision -
Decision Reference DRN-5694780
1 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5694780 The complaint A limited company, which I will call C, has complained about a commercial insurance policy sold to it by U K Insurance Limited trading as Direct Line (“UKI”). Mrs N, as director of C, has brought the complaint on its behalf. What happened C had the same commerc... (5 pages)View decision -
Decision Reference DRN-5730439
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5730439 The complaint Mr H is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr H brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr H throughout this decision. What happened Mr H was looking to invest ... (6 pages)View decision -
Decision Reference DRN-5571398
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5571398 The complaint Ms W is unhappy with Santander UK Plc. Ms W made attempts at international money transfers and these failed costing her large sums of money. Ms W was also upset by the poor customer service. What happened She said she had lost two separate amounts over the att... (4 pages)View decision -
Decision Reference DRN-5655776
1 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5655776 The complaint Miss S complains that a car acquired with finance from N.I.I.B. Group Limited trading as Northridge Finance (Northridge) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly sum... (3 pages)View decision -
Decision Reference DRN-5688231
1 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5688231 The complaint Mrs P is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim made on her car insurance policy. Admiral is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on ... (3 pages)View decision -
Decision Reference DRN-5691823
1 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5691823 The complaint Mrs H complains that Lloyds Bank PLC (“Lloyds”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Mrs H’s card approval and credit limit increases in the table below. Date Event Credit limit I... (5 pages)View decision -
Decision Reference DRN-5552383
1 Aug 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5552383 The complaint Mr B complains that Starling Bank Limited (“Starling”) won’t refund in full the money he lost when he fell victim to an impersonation scam. What happened In May 2024, Mr B fell victim to an impersonation scam. He received a call from an individual who claimed ... (6 pages)View decision -
Decision Reference DRN-5469307
1 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5469307 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr A says that the car has been faulty from an early point after he started to use it. Because of this, Mr A says th... (5 pages)View decision
