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 367928 results
-
Decision Reference DRN-5017866
4 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5017866 The complaint Miss T complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss T throughout this decision. What happened The background to this co... (10 pages)View decision -
Decision Reference DRN-5599994
4 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5599994 The complaint Mr B complains PayPal UK Ltd treated him unfairly around a payment he made. What happened Mr B paid a friend £650 from his PayPal account, and although the payment debited Mr B’s account the person meant to be receiving it said it hadn’t credited their accoun... (4 pages)View decision -
Decision Reference DRN-5397374
4 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5397374 The complaint Mr T has complained that Admiral Insurance (Gibraltar) Limited unfairly declined a claim he made for malicious damage under his car insurance policy. What happened Mr T's car was failing to start and so he took it to a garage that specialises in the make o... (3 pages)View decision -
Decision Reference DRN-5572799
4 Jun 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5572799 The complaint Mr W has complained that Clydesdale Bank Plc, trading as Virgin Money, hasn’t adequately refunded or compensated him in respect of a car he bought. What happened In August 2023, Mr W bought a car for £6,697.50 from a dealership, which he paid for in part using ... (3 pages)View decision -
Decision Reference DRN-5601561
4 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5601561 The complaint Mr B complains about the way Advantage Insurance Company Limited handled a claim he made under his home insurance policy. What happened Mr B had a home insurance policy with Advantage. In April 2024 he told Advantage there had been a sudden and heavy ingress of... (4 pages)View decision -
Decision Reference DRN-5601453
4 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5601453 The complaint Mr Y complains about what happened when he asked to return a car supplied under a hire agreement, provided by BMW Financial Services(GB) Limited (BMWFS). What happened Around October 2024 Mr Y acquired a new car under a hire agreement with BMWFS. The car is li... (5 pages)View decision -
Decision Reference DRN-5505788
4 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5505788 The complaint Mr O complains that Bank of Scotland plc trading as Halifax made an entry on the Cifas fraud prevention database in connection to his mortgage application. What happened Mr O applied for a joint mortgage with Halifax in 2024. The application recorded that he wa... (3 pages)View decision -
Decision Reference DRN-5480808
4 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5480808 The complaint Mr C complains that Nationwide Building Society failed to warn him about planned maintenance on its app which meant that he couldn't carry out a transfer of monies. Also that it offered payment for the inconvenience and then withdrew that offer. What happe... (2 pages)View decision -
Decision Reference DRN-5479410
4 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5479410 The complaint Miss G has complained about repairs carried out when she made a claim under her car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened In November 2023 Miss G reported damage to her vehicle following an incident. Admiral arranged for an... (4 pages)View decision -
Decision Reference DRN-5601456
4 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5601456 The complaint Mr P complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited, reported a default to the credit reference agencies (CRA’s). What happened Mr P says Cabot purchased a debt from a bank in or around 2019 – it purchased this... (10 pages)View decision
