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-5704138
21 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5704138 The complaint Ms K is unhappy that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BFS”) is seeking payment for repairs to the car she returned following a voluntary termination of her credit agreement. When I refer to what Ms K has said and what ... (5 pages)View decision -
Decision Reference DRN-5689709
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5689709 The complaint Mr A complains that Aviva Insurance Limited has unfairly handled a claim made on his commercial buildings insurance policy. Mr A feels delays were added to the claim journey and this increased the time his property was unable to be re-let and he suffered a fina... (4 pages)View decision -
Decision Reference DRN-5703979
21 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5703979 The complaint Mr and Mrs E and Mr E1 and Mr E2 complain that Bank of Scotland plc (BOS) declined their mortgage application unfairly. They also complain that BOS reported the new mortgage on their credit files despite it not being granted. What happened Mr and Mrs E have an ... (3 pages)View decision -
Decision Reference DRN-5691890
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5691890 The complaint Mr E is unhappy that Aviva Insurance Limited (“Aviva”) didn’t explain why the renewal quote for his home emergency policy had increased significantly on the previous year’s premium. When I refer to anything Aviva has said, it should be taken to include anything... (4 pages)View decision -
Decision Reference DRN-5695420
21 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5695420 Complaint Mr N has complained that Nationwide Building Society (“Nationwide”) continued to allow him to use his overdraft over an extended period and even when he was in financial difficulty. Background One of our investigators looked at Mr N’s complaint and thought that Na... (5 pages)View decision -
Decision Reference DRN-5281360
21 Jul 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5281360 The complaint Ms R complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms R found an investment advertised on a social media site. The investment was promoted by a high-p... (5 pages)View decision -
Decision Reference DRN-5703743
21 Jul 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5703743 The complaint Mr R’s complaint is that Marks & Spencer Financial Services Plc (M&S Bank) acted irresponsibly by provided him with a credit card which was unaffordable for him. What happened M&S Bank approved Mr R with a credit card with a limit of £5,000 in April... (5 pages)View decision -
Decision Reference DRN-5663395
21 Jul 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5663395 The complaint Mr T complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In October 2022 Mr T entered into a 25-mon... (4 pages)View decision -
Decision Reference DRN-5363395
19 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363395 The complaint Mr M is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (5 pages)View decision -
Decision Reference DRN-5677349
18 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5677349 The complaint Mr D complains about Advantage Insurance Company Limited (“Hastings Direct”) for declining his claim for damage caused by an escape of water. He wants Hastings Direct to settle his claim and pay for the damage. What happened Mr D insured his home with Hastings ... (3 pages)View decision
