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 381196 results
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Decision Reference DRN-5441381
24 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5441381 The complaint Mr and Mrs J complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly recorded a claim against their home buildings insurance policy, which increased their premium. I’ll refer to Mr J in my decision for ease. What happened Mr J said he was cont... (3 pages)View decision -
Decision Reference DRN-5680791
24 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5680791 The complaint Mr A complains about the information he received from BMW Financial Servces (GB) Limited trading as Alphera Financial Services (Alphera) when he acquired a used car under a hire purchase agreement. What happened The facts of this case are familiar to both part... (5 pages)View decision -
Decision Reference DRN-5515090
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5515090 The complaint Mr A complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr A says he fell victim to an investment scam involving the following payments from his Revolut account: Date Description Amount 19 October 2022 Payment to a com... (3 pages)View decision -
Decision Reference DRN-5628697
24 Jul 2025 Salary Finance Limited UpheldConsumer CreditDRN-5628697 The complaint Mr V complains that he was misadvised about being able to adjust the APR on a loan from Salary Finance Limited. What happened In April 2024 Mr V applied for a loan from Salary Finance. During the application process Mr V experienced an issue with the loan appli... (2 pages)View decision -
Decision Reference DRN-5392119
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5392119 The complaint Mr V complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr V is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (10 pages)View decision -
Decision Reference DRN-5712332
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712332 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) unfairly declined to cover his claim For the theft of money, watches, and jewellery from his car, under his home contents insurance policy. Mr J is represented by Ms M. But I’ll refer to Mr J in my decisio... (5 pages)View decision -
Decision Reference DRN-5631355
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5631355 The complaint Miss C complains about a charge for excess mileage by Mitsubishi HC Capital UK PLC ,trading as Novuna Vehicle Solutions, (Novuna). She would like the charge waived and debt collection activities ceased.. What happened The details of this complaint are well kno... (2 pages)View decision -
Decision Reference DRN-5673258
24 Jul 2025 Western Provident Association Limited Not upheldInsuranceDRN-5673258 The complaint Mrs D is unhappy that Western Provident Association Limited (WPA) declined her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. M... (5 pages)View decision -
Decision Reference DRN-5712529
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5712529 The complaint Mrs M complains that Revolut Ltd won’t refund payments she made as part of a scam. What happened Mrs M was the victim of an investment scam. This involved the following payments from her newly opened Revolut account, which was topped up with money from her Nati... (4 pages)View decision -
Decision Reference DRN-5705683
24 Jul 2025 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-5705683 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd caused delays in the transfer of his ISA to a new provider. He wants Virgin Money to pay him the interest he says he’s lost, plus compensation for the time he spent on the telephone trying to resolve the ... (3 pages)View decision
