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 4009 results
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Decision Reference DRN6731860
3 Nov 2015 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Ms O’s unhappy that Eldon Insurance Services Ltd (trading as Go Skippy) won’t give herproof of a year’s no claims discount after it cancelled her car insurance policy.background I’ve set out the background and circumstances of this complaint and my initial thinking ... (4 pages)View decision -
Decision Reference DRN-5172993
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172993 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The b... (4 pages)View decision -
Decision Reference DRN-4006043
7 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4006043 The complaint Mr B complains that National Westminster Bank Plc didn’t fairly or reasonably deal with his claims under Sections 75 and 140A of the Consumer Credit Act 1974 (CCA) in relation to holiday products he purchased. The claim, which is the subject of this complaint, is ... (5 pages)View decision -
Decision Reference DRN-4232323
19 Jul 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4232323 The complaint Mr I complains that HSBC UK Bank Plc trading as first direct (“first direct”) failed to refund transactions he didn’t recognise. What happened What Mr I says Mr I had recently opened an account with first direct and several weeks after receiving his new card, he d... (5 pages)View decision -
Decision Reference DRN-4720850
13 Sep 2024 Santander UK Plc Not upheldConsumer CreditDRN-4720850 The complaint Mr M, who is represented by a professional representative (“PR”) complains that Santander UK PLC rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr M made the purchase along with Miss S, but as the deposit was made by him using his credit card a... (5 pages)View decision -
Decision Reference DRN-5036749
1 Aug 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5036749 The complaint Miss O’s complaint is, in essence, that Tandem Personal Loans Ltd (trading as Oplo), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2)... (14 pages)View decision -
Decision Reference DRN-5659748
1 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659748 The complaint Mrs B complains that Nationwide Building Society didn’t do enough to prevent her from falling victim to a scam. She also doesn’t think they should’ve agreed a loan in her name. Mrs B has used a representative to help her with her complaint. But, for ease of re... (7 pages)View decision -
Decision Reference DRN-4072981
23 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4072981 The complaint This complaint is brought by a company ‘P’, which is the corporate trustee and administrator of a small occupational pension scheme (OPS). The OPS’s member trustee, Mr D, has also joined in the complaint together. The OPS itself is referred to as ‘T’ in the decisi... (7 pages)View decision -
Decision Reference DRN-5600188
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5600188 The complaint Mr W complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that in April to May 2023 he... (9 pages)View decision -
Decision Reference DRN-3448675
18 Aug 2022 Equitrade Markets Ltd Not upheldInvestmentsDRN-3448675 The complaint Mr W complains that Equitrade Markets Ltd gave him unsuitable advice to invest in Contracts for Difference (CFDs). He says this advice caused him a loss of over £21,000. What happened Around June 2015 Mr W was advised by Equitrade to open a CFD trading account wit... (5 pages)View decision
