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 360982 results
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Decision Reference DRN-5188627
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5188627 The complaint Mrs C complains that Bank of Scotland plc (BOS) didn’t meet her claim under section 75 Consumer Credit Act 1974 (s.75) in respect of spray foam insulation she paid for using a credit card with it. What happened Mrs C purchased spray foam insulation for her loft... (6 pages)View decision -
Decision Reference DRN-5402191
18 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5402191 The complaint Mr B complains The Co-operative Bank Plc couldn’t find an old account and gave poor service when responding to a data subject access request (dSAR). What happened Mr B was involved in a court case, and he needed to provide the court with proof of his finances... (3 pages)View decision -
Decision Reference DRN-5334840
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5334840 The complaint Mrs T is unhappy that Nationwide Building Society has declined to refund transactions from her account that she says she didn’t authorise. What happened Mrs T previously raised a complaint with Nationwide in relation to Automated Teller Machine (ATM) withdrawal... (3 pages)View decision -
Decision Reference DRN-5404341
18 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404341 The complaint Mrs M is unhappy that The Royal London Mutual Insurance Society Limited declined a claim for the critical illness benefit made on her life and critical illness insurance policy (‘the policy’) and that it’s voided the policy. What happened The details of this c... (4 pages)View decision -
Decision Reference DRN-5224555
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5224555 The complaint Ms M has complained that Revolut Ltd failed to process chargebacks on a number of transactions she disputed and that it also failed in its duty of care to her as a vulnerable consumer. Background Ms M requested chargebacks on 357 transactions totalling £2,999.0... (4 pages)View decision -
Decision Reference DRN-5215722
18 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5215722 The complaint Mr U complains about the amount Admiral Insurance (Gibraltar) Limited paid to settle his car insurance claim. What happened Mr U’s car was hit from behind by a van, which caused damage, so he claimed on his policy with Admiral. Admiral reviewed the claim and ac... (3 pages)View decision -
Decision Reference DRN-5404474
18 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5404474 The complaint Mr C has complained about his property insurer Royal & Sun Alliance Insurance Limited because, at renewal, his premium increased by 79%. What happened Mr C had cover provided by RSA. In November 2023 he made a claim for tracing and accessing a leak. The cl... (5 pages)View decision -
Decision Reference DRN-5355959
18 Mar 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5355959 The complaint Miss C complains that Curve UK Limited (“Curve”) failed to make her aware of the cancellation fee when she signed up to its wallet subscription plan. What happened Miss C signed up to a Curve wallet subscription plan online. When taking out the product at the ... (3 pages)View decision -
Decision Reference DRN-5400957
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400957 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision -
Decision Reference DRN-5400996
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400996 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision
