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 370149 results
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Decision Reference DRN-4629320
21 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4629320 The complaint Mrs C complains Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) failed to treat her fairly when she disputed transactions she made towards the purchase of a solar panel system. What happened I’ll summarise the background, which is well known to ... (3 pages)View decision -
Decision Reference DRN-4672364
21 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4672364 The complaint Mr M has complained about the quality of a van he acquired on finance from Santander Consumer (UK) Plc. What happened In May 2022, Mr M entered into a finance agreement with Santander, for a used van. In August 2022, a warning light came on, regarding the DPF. ... (2 pages)View decision -
Decision Reference DRN-4696747
21 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4696747 The complaint Mr W has complained that a car he acquired on finance from Moneybarn No. 1 Limited wasn’t of satisfactory quality. What happened In December 2021, Mr W entered into a finance agreement with Moneybarn for a used car. At this point, the car was six years old and ... (2 pages)View decision -
Decision Reference DRN-4616634
21 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4616634 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he says was lost as the result of a scam. What happened In 2023, Mr A was looking for part time work online. He found a job on a social media platform and provided his contact details. He was c... (4 pages)View decision -
Decision Reference DRN-3417827
20 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3417827 The complaint Mr W has complained about the actions of ReAssure Limited (“ReAssure”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. The QROPS subsequently invested in an asset that is unlikely to realise any val... (9 pages)View decision -
Decision Reference DRN-4634797
20 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4634797 The complaint Mr S complains Revolut Ltd won’t refund the money he lost to a scam. What happened In mid-2022, Mr S was researching investment opportunities when he saw an advert for a company I’ll refer to as V, seemingly promoted by a well-known media personality. Mr S resp... (3 pages)View decision -
Decision Reference DRN-5211394
20 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5211394 The complaint Mr R’s complaint is about the handling of a claim under his motor legal protection policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to ... (4 pages)View decision -
Decision Reference DRN-5206901
20 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5206901 The complaint Mr C complains about the settlement that UK Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was damaged in an accident, and he made a claim on his policy. UKI offe... (3 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-5200203
20 Jan 2025 RAC Insurance Limited Not upheldInsuranceDRN-5200203 The complaint Mr C and Ms M complain about the level of service provided by RAC Insurance Limited following a claim made on their roadside assistance insurance whilst they were in Europe. They want their trailer repatriated and all costs covered. Ms M is a named driver on Mr... (3 pages)View decision
