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 369228 results
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Decision Reference DRN-5197965
10 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5197965 The complaint X complains that Assurant General Insurance Limited mishandled a claim on a mobile phone insurance policy. What happened X had a phone insured on a policy with Assurant. Unfortunately, in late May 2024, X reported damage to the phone. Assurant accepted the cl... (3 pages)View decision -
Decision Reference DRN-4728280
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728280 The complaint Mr P complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr P is represented by a firm that 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 some... (12 pages)View decision -
Decision Reference DRN-4800972
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4800972 The complaint Mr M complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M has an account with Revolut which he opened in 2022. In other words, he had an account with Revolut before falling victim to the scam he’s c... (3 pages)View decision -
Decision Reference DRN-5025288
10 Jan 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5025288 The complaint Mr F complains about the quality of a car supplied on finance by Specialist Motor Finance Limited (‘SMF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvin... (6 pages)View decision -
Decision Reference DRN-5193815
10 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5193815 The complaint Mr W complains that Oodle Financial Services Limited (Oodle) incorrectly reported a missed payment on his credit file. What happened In June 2023, Mr W acquired a car through a hire purchase agreement with Oodle. The cash price of the car was £11,999. No deposi... (2 pages)View decision -
Decision Reference DRN-5253349
10 Jan 2025 Santander UK Plc UpheldConsumer CreditDRN-5253349 The complaint Mr F complains Santander UK Plc is holding him liable for a loan he says he didn’t take out. What happened Mr F has three accounts with a business who I’ll refer to as “H” throughout the rest of this decision – including a current account and a savings account.... (3 pages)View decision -
Decision Reference DRN-5252887
10 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5252887 The complaint Mr A and Miss V have complained about the way AXA Insurance UK Plc (‘AXA’) has investigated a claim they made for flood damage at their property. What happened Mr A and Miss V took out a Home Protect insurance policy with AXA in March 2023. On 22 June 2023, fol... (4 pages)View decision -
Decision Reference DRN-5178015
10 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5178015 The complaint Ms F complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened In March 2019 Ms F applied for a credit card with Vanquis. In her application, Ms F said she was employed with an income of £31,500 a year w... (3 pages)View decision -
Decision Reference DRN-5251832
10 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5251832 The complaint Mr S’ complaint is about a credit agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”). What happened In April 2023 Mr S entered into a hire purchase agreement with VWFS to acquire a car. In January 2024 ... (4 pages)View decision -
Decision Reference DRN-5248736
10 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5248736 The complaint Mr B and Miss J have complained about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim under their home insurance policy. What happened In July 2023 Mr B and Miss J made a claim to LV for accidental damage to their bath. LV accepted th... (3 pages)View decision
