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 122183 results
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Decision Reference DRN-5305145
5 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5305145 The complaint Miss W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund money she paid a builder, who hasn’t completed the agreed work. What happened In March 2023, Miss W wanted a builder to fit a new bathroom, windows and doors. She decided to use a builder (who I’ll ... (7 pages)View decision -
Decision Reference DRN-5000092
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5000092 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms K is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (9 pages)View decision -
Decision Reference DRN-5308861
5 Feb 2025 Project Solar UK Ltd UpheldConsumer CreditDRN-5308861 The complaint Mr Y has complained that Project Solar UK Ltd misled him about the financial benefits he could expect from a solar panel system it sold to him. What happened In November 2023 Mr Y bought a solar panel system (“the system”) from Project Solar using a 126-month ... (3 pages)View decision -
Decision Reference DRN-5298114
5 Feb 2025 Qmetric Group Limited UpheldInsuranceDRN-5298114 The complaint Mr M complains that Qmetric Group Limited trading as Policy Expert (“Policy Expert”) cancelled his policy when it said he’d misrepresented his details when applying for car insurance. What happened Mr M had a car insurance policy through Policy Expert, which is... (4 pages)View decision -
Decision Reference DRN-5307441
5 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5307441 The complaint Mr G is unhappy with the way in which Inter Partner Assistance SA (IPA) handled a claim made on his travel insurance policy. All reference to IPA includes its medical assistance team. What happened Whilst abroad, on holiday with his family, Mr G was involved ... (7 pages)View decision -
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
