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-5110399
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110399 The complaint and background Miss M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although he found that Revolut ought to have provided a tailored written warni... (2 pages)View decision -
Decision Reference DRN-5709736
23 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5709736 The complaint Mr A complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) supplied him with a used car which was of unsatisfactory quality. What happened Mr A acquired a used car supplied under a hire purchase agreement in May 20... (4 pages)View decision -
Decision Reference DRN-5412069
23 Jul 2025 Vodafone Limited Not upheldConsumer CreditDRN-5412069 The complaint Mr G complains Vodafone Limited provided him with unaffordable credit agreements. What happened Vodafone provided Mr G with the following credit agreements for mobile phone handsets: Date Capital amount Term (months) Monthly repayments Interest rate July 2024 ... (5 pages)View decision -
Decision Reference DRN-5342076
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5342076 The complaint Ms J complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. Ms J 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 refer to some key even... (5 pages)View decision -
Decision Reference DRN-5563223
23 Jul 2025 West Bromwich Building Society Not upheldMortgagesDRN-5563223 The complaint Mrs F complains that West Bromwich Building Society, her mortgage lender, is threatening to repossess her property. She complains that it hasn’t treated her fairly or offered appropriate support, taking her personal circumstances into account. What happened Mrs... (5 pages)View decision -
Decision Reference DRN-5436210
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5436210 The complaint H, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused it to lose out on purchasing a property due to the delay in opening H’s business account. What happened The details of this complaint are well known to both parties, so... (2 pages)View decision -
Decision Reference DRN-5709557
23 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5709557 The complaint Dr Y is unhappy with the decision made by Accredited Insurance (Europe) Ltd following a claim for accidental damage to underground pipes made under Dr Y’s home insurance policy. What happened Dr Y took out a home insurance policy with Accredited. The policy de... (4 pages)View decision -
Decision Reference DRN-5709405
23 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5709405 The complaint Limited companies B1 and B2 complain about Great Lakes Insurance UK Limited’s decision to cancel a New Homes warranty policy. Mr C, a director of both companies, brings the complaint on their behalf. For ease, I will refer to Mr C in this decision. Great Lakes ... (5 pages)View decision -
Decision Reference DRN-5271385
23 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5271385 The complaint Mr K complains about the quality of a car supplied by Black Horse Limited (‘BH’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (3 pages)View decision -
Decision Reference DRN-5709399
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709399 The complaint Miss F complains that Nationwide Building Society won’t refund her all of the money she lost, after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service, Miss F is assisted by a representative, who I’ll refer to... (7 pages)View decision
