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 121479 results
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Decision Reference DRN-5345616
3 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5345616 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis) was of unsatisfactory quality. What happened In March 2024, Mr M was supplied with a new car through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5214775
3 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5214775 The complaint Miss H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to an impersonation scam. What happened Miss H says that on 23 February 2024 she received a call from someone who said they were from Monzo. She didn’t know ... (3 pages)View decision -
Decision Reference DRN-5520028
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5520028 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (10 pages)View decision -
Decision Reference DRN-5014896
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014896 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2023 Mr A fell victim to what is known as a ‘job’ or ‘task’ scam. He was recruited by someone promising that he could earn money by carrying out simple online ... (8 pages)View decision -
Decision Reference DRN-5598693
3 Jun 2025 R. K. Henshall & Co. Limited UpheldInsuranceDRN-5598693 The complaint S complains that R.K.Henshall & Co Limited (RKH) mis sold them a motor fleet policy. This is because it was unaware that the excess payable on one of the vehicles was £1500. What happened S purchased a fleet policy through RKH in November 2024. In Decembe... (3 pages)View decision -
Decision Reference DRN-5595835
3 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5595835 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. Black Horse Limited have upheld the complaint and offered redress. Mr R is left unhappy at the redress offered by Black Horse Limite... (4 pages)View decision -
Decision Reference DRN-5436350
3 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5436350 The complaint Mr P complains about Fortegra Europe Insurance Company Ltd (“FEI”) and their decision to decline the claim he made on his Guaranteed Asset Protection (“GAP”) insurance policy. What happened The claim and complaint circumstances are well known to both parties. S... (3 pages)View decision -
Decision Reference DRN-4977342
3 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4977342 The complaint A company which I’ll refer to as F, complains that ClearBank Limited (‘ClearBank’) won’t refund the money they lost after falling victim to a scam. Miss K, who is a director of F, brings the complaint on F’s behalf. What happened In 2024, Miss K received a ca... (4 pages)View decision -
Decision Reference DRN-5528883
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5528883 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr R made... (6 pages)View decision -
Decision Reference DRN-5598382
2 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5598382 The complaint Mr D is unhappy with how long Liverpool Victoria Insurance Company Limited (“LV”) took to deal with a buildings insurance claim after Mr D’s property suffered an escape of water. The complaint involves the actions of agents for whom LV is responsible. Unless s... (6 pages)View decision
