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 128535 results
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Decision Reference DRN-5384234
14 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5384234 The complaint Mrs X has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mrs X with a used car on a hire purchase agreement in February 2022. The cash price of the car was a... (4 pages)View decision -
Decision Reference DRN-5398237
14 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5398237 The complaint Mr O complains Bank of Scotland plc trading as Halifax provided him with an unaffordable overdraft facility. Mr O is represented by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Halifax prov... (5 pages)View decision -
Decision Reference DRN-4821531
14 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-4821531 The complaint Mr S complains about a car acquired through a Hire Purchase agreement with Black Horse Limited (‘Black Horse’). After Mr S had problems with the car’s battery, it was repaired, but he says the problems have returned and he now wants to reject the car. What hap... (5 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision -
Decision Reference DRN-5280522
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5280522 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (5 pages)View decision -
Decision Reference DRN-5080129
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5080129 The complaint Mr M complains Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened Around May 2023, Mr M saw an advert online for a company, F, claiming to offer cryptocurrency trading. He decided to invest with them. Unfortunately, F were operating a... (9 pages)View decision -
Decision Reference DRN-5366495
14 Mar 2025 Building Block Insurance PCC Ltd UpheldInsuranceDRN-5366495 The complaint Mr A complains that Building Block Insurance PCC Ltd unfairly declined a claim under his pet insurance policy. Where I refer to Building Block, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The de... (3 pages)View decision -
Decision Reference DRN-5340912
14 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5340912 The complaint Mr R is unhappy with the delays he experienced whilst Legal and General Assurance Society Limited handled his terminal illness claim. Mr R brought his complaint through a third-party representative, however, for simplicity, I’ll refer to all submissions as bein... (3 pages)View decision -
Decision Reference DRN-4972989
14 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4972989 The complaint Mr S complains about a car acquired through a Hire Purchase (PCP) agreement with CA AUTO FINANCE UK LTD (‘CA’). Mr S had problems with the car and says these defects would’ve been present when the car was supplied. He’s been paying large sums on a monthly basis... (5 pages)View decision -
Decision Reference DRN-5360543
14 Mar 2025 Plan with Grace Limited UpheldFuneral Planning ServicesDRN-5360543 The complaint Mrs R and the estate of Mrs M complain that Plan with Grace Limited (PWG) failed to return Mrs M’s ashes to her family in a timely and dignified manner. References to PWG includes the actions of its agents. What happened The history of this complaint is well ... (6 pages)View decision