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 369227 results
-
Decision Reference DRN-5544234
1 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5544234 The complaint Mr M complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance lent to him irresponsibly. What happened In November 2019 Mr M entered into a loan agreement with Novuna. The total amount repayable including interest was £13,764.24 with repay... (2 pages)View decision -
Decision Reference DRN-5580743
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5580743 THE COMPLAINT Miss B holds/held an account with Revolut Ltd (“Revolut”). Miss B’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Miss B is represented by SJS Legal Ltd (“SJS”) in this matter. However, where appropriate, I will ... (3 pages)View decision -
Decision Reference DRN-5571531
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5571531 THE COMPLAINT Mr G holds/held an account with Nationwide Building Society (“Nationwide”). Mr G’s complaint is about Nationwide’s refusal to reimburse him money he says he lost due to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties conc... (4 pages)View decision -
Decision Reference DRN-5326684
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5326684 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr B contacted Lloyds through a professional representative in March 2024. He said he thought he was the victim of a scam when... (3 pages)View decision -
Decision Reference DRN-5652700
1 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5652700 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA Auto Finance) was not safe, and was not of a satisfactory quality. Mr S is represented in this case by Miss A, and a legal representative. For ease of re... (5 pages)View decision -
Decision Reference DRN-5646071
1 Jul 2025 BISL Limited Not upheldInsuranceDRN-5646071 The complaint Mr S complains about BISL Limited’s administration of his motor insurance policy. What happened Mr S had a motor insurance policy that was administered by BISL. In July 2023, he was involved in an accident with a third-party. He notified BISL of this without ma... (4 pages)View decision -
Decision Reference DRN-5627869
1 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5627869 The complaint Miss M complains that Bank of Scotland trading as Halifax acted irresponsibly when it continued to provide her with two overdraft facilities. Miss M says she became reliant on the overdrafts which soon became unaffordable. Miss M has asked for interest and char... (7 pages)View decision -
Decision Reference DRN-5524016
1 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5524016 The complaint Ms T complains about U K Insurance Limited’s decision to end funding for her legal expenses insurance claim. What happened Ms T was involved in a car accident and asked for assistance from her motor legal expenses policy to make a personal injury claim. The... (3 pages)View decision -
Decision Reference DRN-5518582
1 Jul 2025 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-5518582 The complaint M complains that Allied World Assurance Company (Europe) dac, has unfairly voided its commercial buildings insurance policy and refused to provide cover for a claim made in April 2023. M says Allied has failed to fairly demonstrate that cover would not have bee... (3 pages)View decision -
Decision Reference DRN-5306179
1 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5306179 The complaint Mr J has complained that the online form he completed to make a withdrawal from his Scottish Widows Limited pension plan was confusing and difficult to navigate. Mr J claims that as a result he filled out the wrong withdrawal option and has suffered a financial... (5 pages)View decision
