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 364766 results
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Decision Reference DRN-5484052
16 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5484052 The complaint Mr and Mrs H have complained about the way AXA Insurance UK Plc has handled their subsidence claim, under their home insurance policy. What happened The background to this complaint is well known to both parties, so I won’t repeat it here. In summary, Mr and ... (4 pages)View decision -
Decision Reference DRN-5137493
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5137493 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr M is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (9 pages)View decision -
Decision Reference DRN-5474801
16 Apr 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5474801 The complaint Mr H complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found below.... (7 pages)View decision -
Decision Reference DRN-5421647
16 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5421647 The complaint Mr M complains about the quality of a car he has been financing through an agreement with Volkswagen Financial Services (UK) Limited, trading as Skoda Financial Services (“SFS”). What happened Mr M took receipt of a used car in July 2023. He financed the deal t... (3 pages)View decision -
Decision Reference DRN-5462842
16 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5462842 The complaint Mr O complains Zopa Bank Limited (“Zopa”) hasn’t given him 8% simple interest despite upholding his irresponsible lending complaint. What happened In July 2022 Mr O was provided with a loan for £6,000.00 from Zopa. The loan was due to run for 48 months. In 20... (3 pages)View decision -
Decision Reference DRN-5401053
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401053 The complaint Mr H complains about the way Santander UK Plc (‘Santander’) reported a missed payment on his credit card account to the Credit Reference Agencies (‘CRAs’). Mr H wants his credit file amending. What happened Mr H complained to Santander that there’d been an er... (3 pages)View decision -
Decision Reference DRN-5394301
16 Apr 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5394301 The complaint Miss A complains that Madison CF UK Limited, trading as 118 118 Money, lent to her irresponsibly. What happened In August 2022, Miss A was provided with a credit card by Madison with a limit of £500; the credit limit was never increased. Around two years after... (3 pages)View decision -
Decision Reference DRN-5327596
16 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5327596 The complaint Mr D complains he couldn’t contact a department within TSB Bank plc by telephone, only by email. Mr D believes he has been discriminated against because TSB hasn’t made reasonable adjustments. What happened Mr D explained he raised a disputed transaction with T... (3 pages)View decision -
Decision Reference DRN-5479116
16 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5479116 The complaint Miss P complains about Aviva Insurance Limited’s (‘Aviva’) response to a claim she made on her property owners insurance policy for malicious damage. As some of Miss P’s dissatisfaction is about the actions of Aviva’s appointed agents and Aviva have accepted re... (5 pages)View decision -
Decision Reference DRN-5376758
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5376758 The complaint Ms R complains that Bank of Scotland plc trading as Halifax delayed an outbound Individual Savings Account (ISA) transfer and provided poor customer service. What happened In August 2024 Ms R decided to transfer her Halifax Cash ISA to a new ISA provider (who ... (3 pages)View decision
