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 4569 results
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Decision Reference DRN-5458701
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5458701 The complaint Mr C is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. After initially being contacted online, he was persua... (4 pages)View decision -
Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN5049952
26 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr T has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Plus and Premier Life (twice) packaged bank accounts in 2008 and 2010. He’s also complained about the sale of a ‘Tech Pack’ feature store package that was sold in 2013.backgroundMr T also ... (4 pages)View decision -
Decision Reference DRN-4739190
24 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4739190 The complaint Miss E complains about a car she got under a conditional sale credit agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. The car has broken down with significant engine failure, which Miss E believes was due to the car not being of sa... (4 pages)View decision -
Decision Reference DRN-2713270
15 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2713270 The complaint Miss Y and Mr M complain about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) has dealt with a claim made against Mr M’s motor insurance policy. This insurance policy is in Mr M’s name, and Miss Y is a named driver on the policy – I have refe... (4 pages)View decision -
Decision Reference DRN-3977845
14 Apr 2023 Allianz Insurance Plc UpheldInsuranceDRN-3977845 The complaint Mr and Mrs R have complained about their commercial vehicle insurer Allianz Insurance Plc as they believe an error by it, following the conclusion of a previous claim they made to it, caused them financial loss. What happened Mr and Mrs R damaged a piece of equipm... (4 pages)View decision -
Decision Reference DRN-3146426
1 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3146426 The complaint Mr N has complained that Mitsubishi HC Capital UK Plc, 1 trading as Hitachi Capital Consumer Finance (“Hitachi”), rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some solar panels. Mr N h... (4 pages)View decision -
Decision Reference DRN-4419886
20 Dec 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4419886 The complaint Miss G has complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a conditional sale agreement that she’d voluntarily terminated. What happened In September 2014 Miss G acquired a used car under a condit... (4 pages)View decision -
Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision -
Decision Reference DRN-2252904
16 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2252904 The complaint Mr D is unhappy that HSBC UK Bank Plc hasn’t helped him get back money he says he lost to a scam. What happened Mr D found a car for sale online and contacted the seller. He believed the car was being sold by a dealership I’ll refer to as B. He arranged to see the... (4 pages)View decision
