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 121668 results
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Decision Reference DRN-4666726
5 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4666726 The complaint Mr I has complained about how Bank of Scotland plc (BOS) handled his chargeback claim. What happened I issued a provisional decision about this complaint on 18 December 2024, which set out the background to this complaint: “On 13 September 2023, Mr I purchased ... (5 pages)View decision -
Decision Reference DRN-5306459
5 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5306459 The complaint Mr P complains about a credit agreement he took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept his claims under s.75 and s.140A of the Consumer Credit Act. What happened The b... (8 pages)View decision -
Decision Reference DRN-5160268
5 Feb 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5160268 The complaint Mr S is unhappy with Fairmead Insurance Limited’s (Fairmead) decision to decline part of a claim made under his landlord insurance policy. Any references to Fairmead include their agents. What happened Mr S owns a property which he rented out. The property su... (3 pages)View decision -
Decision Reference DRN-5028665
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5028665 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he saw an advert for a cryptocurrency investment opportunity online which was seemingly endorsed by a TV show. He enquired and Mr M sa... (11 pages)View decision -
Decision Reference DRN-4876026
5 Feb 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-4876026 The complaint Mr V complains that a car acquired under a hire purchase (HP) agreement with Advantage Finance Ltd (‘Advantage’) wasn’t of satisfactory quality. What happened In July 2023 Mr V was supplied with a used car through a HP agreement with Advantage. The car was abou... (3 pages)View decision -
Decision Reference DRN-5270895
5 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5270895 The complaint Mr W complains that Covea Insurance plc (“Covea”) has unfairly settled a claim under his home insurance policy following a burglary. Any reference to Mr W or Covea includes respective agents or representatives. What happened The background of this complaint is ... (5 pages)View decision -
Decision Reference DRN-5309525
5 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5309525 The complaint Miss R complains about AXA Insurance UK Plc’s (“AXA”) handling of a claim made on her car insurance policy and the position it reached on liability. What happened Miss R was involved in a road traffic accident in July 2023, so she made a claim on her policy. M... (3 pages)View decision -
Decision Reference DRN-5059209
5 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5059209 The complaint Mr S complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In November 2017, Mr S saw an advert online about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred ... (8 pages)View decision -
Decision Reference DRN-5266074
5 Feb 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5266074 The complaint Mr S has complained about his motor warranty provider, Motors Insurance Company Limited. He tried to claim for damaged paintwork – but it wouldn’t progress a claim because, it said, paintwork was not covered by the policy. What happened Mr S has a problem with... (2 pages)View decision -
Decision Reference DRN-4919174
5 Feb 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4919174 The complaint Miss A complains that Lloyds Bank PLC has not refunded a series of transactions she says she lost to a scam. What happened Miss A met an individual on social media I will refer to as ‘X’ who befriended her. He initially said he could help her recover a debt fro... (5 pages)View decision
