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 4790 results
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Decision Reference DRN-5507708
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5507708 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2024, Mr S found a car that he wanted to buy on an online website. The car was being sold by a company I’ll refer to as Z. Mr S... (7 pages)View decision -
Decision Reference DRN2664186
12 Dec 2018 Santander Consumer (UK) Plc UpheldBanking and creditMiss B complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc was not of satisfactory quality. She wants to reject the car and have her payments refunded.backgroundMiss B entered into a conditional sale agreement with ... (3 pages)View decision -
Decision Reference DRN5520758
14 Nov 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the way that Royal & Sun Alliance Insurance Plc (“RSA”) dealt with the insurance industry Claims Underwriting Exchange database (“CUE”) after an incident involving his car, and in particular that it: registered an “accident/collision” when his car did not make ... (3 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN1640367
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (7 pages)View decision -
Decision Reference DRN2427777
6 May 2016 1st Stop Car Finance Ltd Not upheldBanking and creditMr J complains that 1st Stop Car Finance Ltd failed to put right faults in his car and then failed to return the car to him.backgroundMr J obtained a used car in March 2016 under a finance agreement with 1st Stop. He says that a number of serious faults became appa... (3 pages)View decision -
Decision Reference DRN2290498
6 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr L complains that after his car was damaged, Tesco Underwriting Limited: voided his motor insurance policy – that is cancelled it from the outset; and scrapped his car without paying him the full value of his car.background I set out the circumstances leading to this complaint, and ... (3 pages)View decision -
Decision Reference DRN-2561498
4 Mar 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2561498 The complaint Mr S complains that Nationwide Building Society didn’t do enough to help him when he sent money to one of their customers to purchase what turned out to be a stolen car. What happened The detailed background to this complaint is well known to both parties. So, I’l... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision -
Decision Reference DRN-4312287
18 Dec 2023 FirstRand Bank Limited Not upheldConsumer CreditDRN-4312287 The complaint Mr H complains that FirstRand Bank Limited trading as Motonovo Finance wrongly recorded the make and model of the car he’d acquired via a hire purchase agreement on the documentation. He says this would have had legal implications for him. What happened In March 2... (3 pages)View decision