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 375868 results
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Decision Reference DRN-5682952
2 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5682952 The complaint X is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In October 2024 X was supplied with a new car through a hire ... (5 pages)View decision -
Decision Reference DRN-5792579
2 Sep 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5792579 The complaint Mr A is represented. He says HARBOUR ROCK CAPITAL LIMITED trading as Portafina gave him unsuitable advice in 2018 to transfer his Defined Benefits Pension (‘DBP’) to a drawdown arrangement in a Personal Pension (‘PP’). What happened I issued a Provisional Deci... (11 pages)View decision -
Decision Reference DRN-5716297
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5716297 The complaint Ms M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms M fell victim to a cruel cryptocurrency recovery scam after she was contacted by scamme... (3 pages)View decision -
Decision Reference DRN-5574262
2 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5574262 The complaint Mr E complains that a car that was supplied to him under a hire agreement with Mitsubishi HC Capital UK plc, trading as Novuna Vehicle Solutions, wasn’t of satisfactory quality and about the compensation that it’s paid him for some issues with the car. What hap... (3 pages)View decision -
Decision Reference DRN-5628468
2 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5628468 The complaint Mr C complains Creation Consumer Finance Ltd trading as Creation (“Creation”) reduced his credit limit. What happened In November 2021, Mr C opened a Running Account Credit Agreement (“agreement”) with Creation, with a limit of £5,000 to be used with a specifi... (2 pages)View decision -
Decision Reference DRN-5421523
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5421523 The complaint Ms H complains that Revolut Ltd (‘Revolut’) declined to refund her approximately £3,400 which she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened h... (5 pages)View decision -
Decision Reference DRN-5504100
2 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5504100 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Zopa Bank Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purchase agreement with Zopa that he electronically signed in Ju... (3 pages)View decision -
Decision Reference DRN-5701025
2 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5701025 The complaint Ms H complains that Revolut Ltd (‘Revolut’) declined to refund her approximately £2,300 which she lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened here ag... (4 pages)View decision -
Decision Reference DRN-5608561
2 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5608561 The complaint Ms B complains that Clydesdale Bank Plc trading as Virgin Money won’t refund the money she lost as the result of a scam. Ms B has been represented in her complaint by a firm of solicitors. What happened The background to the scam is well known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5793405
2 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793405 The complaint Mr B complains about a claim he made to Bank of Scotland plc trading as Halifax (‘Halifax’). 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... (6 pages)View decision
