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 380824 results
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Decision Reference DRN-5633219
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5633219 The complaint Mr S is unhappy that Revolut Ltd (“Revolut”) won't refund the money he lost to job scam. What happened In December 2023, Mr S came across a remote job opportunity which involved completing tasks for commission. Mr S signed up to the job platform where he ... (7 pages)View decision -
Decision Reference DRN-5609369
18 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5609369 The complaint Mr D complains about the quality of a car Stellantis Financial Services UK Limited (Stellantis) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail he... (5 pages)View decision -
Decision Reference DRN-4973401
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4973401 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he lost in an alleged scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. Mr T’s representatives explained that ... (3 pages)View decision -
Decision Reference DRN-5577243
18 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5577243 The complaint Mr C complains that Covea Insurance plc (Covea) increased his motor insurance premium after his policy had started. What happened Mr C took out a motor insurance policy with Covea to start in May 2024. He took the policy out through an online intermediary, who... (4 pages)View decision -
Decision Reference DRN-5413417
18 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5413417 The complaint G has complained that Aviva Insurance Limited unfairly declined its claim after windows shattered in a flat it owned. What happened G is a limited company which owns a leasehold flat. Aviva provide buildings insurance to the freeholder of the development. G m... (2 pages)View decision -
Decision Reference DRN-5502632
18 Jun 2025 Post Office Management Services Limited UpheldInsuranceDRN-5502632 The complaint Mrs P’s complaint is about the service provided by Post Office Management Services Limited (“POMSL”) in relation to a travel insurance policy. What happened On 21 August 2024, Mrs P purchased a single trip travel insurance policy through POMSL for a trip she wa... (2 pages)View decision -
Decision Reference DRN-5396698
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5396698 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund transactions totalling around £700 from her account which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4644510
18 Jun 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-4644510 The complaint Miss O’s complaint is, in essence, that Honeycomb Finance Limited (“the Lender”), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2) de... (16 pages)View decision -
Decision Reference DRN-5281721
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281721 The complaint Ms A complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I’ll provide a bri... (5 pages)View decision -
Decision Reference DRN-5485709
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485709 The complaint Mrs G complains that Nationwide Building Society failed to pay her the £175 switch incentive when she switched her account to it. What happened On 8 December 2024 Mrs G made a request to Nationwide to switch her account to it to take advantage of the switch inc... (2 pages)View decision
