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 4777 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-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 DRN2214825
9 Feb 2018 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I's complained about the way Sabre Insurance Company Limited is dealing with a claim he made under his car insurance policy.backgroundMr I was unfortunately involved in an incident with another vehicle. He contacted his insurer, Sabre to report the incident. Mr I s... (4 pages)View decision -
Decision Reference DRN-3137906
11 Jan 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3137906 The complaint Mrs H an Mr H complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs H and Mr H ... (6 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-3138703
31 Dec 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3138703 The complaint Mr O is unhappy Bank of Scotland plc (“BoS”) won’t refund him the money he lost as a result of a scam. What happened In January 2021, Mr O made two payments totalling £5,500 to purchase two tractors and have them shipped to Sudan. Mr O has told us that he spent ar... (4 pages)View decision -
Decision Reference DRN1786524
15 Dec 2016 National Westminster Bank Plc Not upheldBanking and creditMiss S has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000. Miss S’ Advantage Gold account was switched to a Select Platinum one in 2015 as NatWest discontinued the Advantage Gold account at th... (4 pages)View decision -
Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-2662533
9 Mar 2021 Markerstudy Insurance Company Limited UpheldInsuranceDRN-2662533 The complaint Mr S has complained that Markerstudy Insurance Company Limited (Markerstudy) has undervalued his taxi following a total loss claim. What happened The background to this complaint, and my provisional findings on it, can be found in my provisional de... (4 pages)View decision -
Decision Reference DRN5400336
15 Jul 2019 Carnegie Consumer Finance Limited Not upheldBanking and creditMr N complains that he entered into a loan agreement with Carnegie Consumer Finance Limited (“Carnegie”) after relying on a number of misrepresentations by Carnegie’s agent and credit broker.background In April 2017, Mr N signed up to a training course leading to a trade qualification. Mos... (4 pages)View decision