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 4037 results
-
Decision Reference DRN8735936
25 Jun 2013 The Co-operative Bank Plc Not upheldBanking and creditMs H complains that The Co-operative Bank Plc unfairly and unreasonably did not allow her chargeback request. And that it unfairly set off money from her credit card account against money it said she owed it because her chargeback request was unsuccessful. backgroundMs H approached the m... (2 pages)View decision -
Decision Reference DRN-3718726
22 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3718726 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t written off a loan he took out during a scam. What happened Mr R says that on 17 March 2022 he received a call from someone who said they were from Halifax’s fraud department. Although ... (6 pages)View decision -
Decision Reference DRN-5690689
8 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5690689 The complaint Mrs H complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by RCI Financial Services Limited trading as Nissan Financial Services (RCI). Mrs H is represented in this complaint by her husband Mr H but, for ease... (11 pages)View decision -
Decision Reference DRN-5703989
27 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703989 The complaint Mr C complains about Aviva Insurance Limited (“Aviva”) about the decision to decline cover for his watch, when it was stolen. He wants Aviva to cover the loss. What happened Mr C holds high net worth insurance, on the basis of covering ‘all risks’. He had a num... (3 pages)View decision -
Decision Reference DRN-5188703
4 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5188703 Complaint Miss J is unhappy that Lloyds Bank PLC didn’t reimburse her after she fell victim to a scam. Background In early 2024, Miss J was looking for work online. She’d submitted her contact details on several adverts. She received contact from an unknown number, which she... (3 pages)View decision -
Decision Reference DRN6757072
16 Dec 2020 S4 Financial Ltd Not upheldInvestment and pensionsMr O has complained about advice he received from S4 Financial Ltd to invest further money in the lnvicta Film Partnership No 22 (2004/5) in 2010. In particular, Mr O has said that the individual investment wasn’t suited to his balanced risk profile, and that, in recommending the investmen... (45 pages)View decision -
Decision Reference DRN9560388
19 Jun 2019 Santander UK Plc UpheldBanking and creditMrs and Mr P say Santander UK Plc made mistakes with their current account and hasn’t kept their data safe, causing them distress and inconvenience. As most of our communication has been with Mrs P, to keep things simple I’ll refer only to her in this complaint.backgr... (3 pages)View decision -
Decision Reference DRN-4158295
17 Aug 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4158295 The complaint Miss D complaints that Wise Payments Limited (“Wise”) won’t refund funds she lost to an investment scam. Miss D is being represented by a claims management company in her complaint. What happened In 2021, Miss D became interested in an investment opportunity promo... (3 pages)View decision -
Decision Reference DRN-5899972
6 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5899972 The complaint Mr B complains that the van he acquired through CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (“CA AUTO”) wasn’t of satisfactory quality. The van has now been rejected and collected, but he’s unhappy with the redress and compensation paid by CA AUTO. Wha... (4 pages)View decision -
Decision Reference DRN-4301205
21 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4301205 The complaint Miss B complains that a car she acquired via a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”) wasn’t of satisfactory quality. What happened In September 2021 Miss B entered into a four-year hire purchase agreement for a used car with MIVF. The ca... (9 pages)View decision
