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 121876 results
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Decision Reference DRN-5542162
10 May 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5542162 The complaint Mr M and Mrs G complain that First Holiday Finance Limited (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (22 pages)View decision -
Decision Reference DRN-5527684
9 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5527684 The complaint Mr O complains about Royal & Sun Alliance Insurance Limited’s decision to decline a claim under a home insurance policy. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. For simplicity, at points, I’ve referr... (3 pages)View decision -
Decision Reference DRN-5497432
9 May 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5497432 The complaint Mr M complains about the quality of a car supplied to him on finance by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It... (5 pages)View decision -
Decision Reference DRN-5488460
9 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5488460 The complaint Mr M has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr M opened an account with Revolut in January 2022 but used it very little. In October 2023 Mr M’s account with Revolut was closed. ... (3 pages)View decision -
Decision Reference DRN-5544510
9 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5544510 The complaint Mr and Mrs W complain that Aviva Insurance Limited hasn’t fully settled a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (4 pages)View decision -
Decision Reference DRN-5432000
9 May 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5432000 The complaint Miss R complained that Zurich Assurance Ltd declined a claim on her critical illness policy. What happened Miss R took out a life and critical illness policy with Zurich in December 2016. Due to ill health, Miss R stopped working around December 2022. As a resu... (5 pages)View decision -
Decision Reference DRN-5470988
9 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5470988 The complaint Mr W has complained Lloyds Bank plc won’t refund him for five credit card transactions he didn’t authorise. What happened In 2024 Mr W was attended a company event at a local golf club. This involved leaving his bag within a conference room whilst he and other ... (3 pages)View decision -
Decision Reference DRN-5214077
9 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214077 The complaint Mr W complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund him the money he has lost. What happened Mr W came across an advert online for investing... (4 pages)View decision -
Decision Reference DRN-5535368
9 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5535368 The complaint Miss B complains that NewDay Ltd (‘NewDay’), trading as Pulse, irresponsibly granted her a credit card account she couldn’t afford to repay. What happened Miss B entered into an agreement with NewDay to have access to credit with a Pulse credit card account. T... (3 pages)View decision -
Decision Reference DRN-5520994
9 May 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5520994 The complaint A company, which I’ll refer to as F, complains that ClearBank Limited (“ClearBank”) won’t refund unauthorised payments. Mr T, who is the director of F, has brought this complaint on F’s behalf. What happened On 12 September 2023, Mr T received a text message th... (3 pages)View decision
