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 381194 results
-
Decision Reference DRN-5302783
10 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5302783 The complaint Mr W complains Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr W said he believed he was making a booking through a well-known accommodation rental platform. He said the rental listing appeared gen... (3 pages)View decision -
Decision Reference DRN-5222424
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5222424 The complaint Miss A complains Revolut Ltd won’t refund payments she lost when she was the victim of a cryptocurrency investment scam. Miss A is professionally represented, however, to keep things simple, I’ll refer to Miss A throughout my decision. What happened The backg... (11 pages)View decision -
Decision Reference DRN-5501102
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5501102 The complaint Miss A complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY handled her chargeback dispute. What happened In early June 2024, Miss A paid around £3,000 from her current account for an online property management course. The course was provided t... (4 pages)View decision -
Decision Reference DRN-5299751
10 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5299751 The complaint Mr C has complained about the quality of a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). What happened In January 2024 Mr C acquired a used car and entered into a hire purchase agreement with MotoNovo. At the point ... (2 pages)View decision -
Decision Reference DRN-5545813
10 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5545813 The complaint Mr R complains that OAKBROOK FINANCE LIMITED irresponsibly lent to him. In bringing his complaint, Mr R is supported by a representative; but, for ease, I’ll refer to all actions and submissions as being those of Mr R. What happened Mr R took out four loans w... (3 pages)View decision -
Decision Reference DRN-5454095
10 Jun 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5454095 The complaint Mr and Mrs B complain about the premiums Automobile Association Insurance Services Limited (“AA”) charged them for breakdown cover. Mr and Mrs B are joint policyholders, but most of the communication regarding the complaint has been from Mr B. So, I’ll refer ma... (3 pages)View decision -
Decision Reference DRN-5541428
10 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5541428 The complaint Mr R complains that esure Insurance Limited provided confusing and inaccurate information concerning his no claims discount (NCD) which has caused problems with his next insurance provider. What happened Mr R had held motor insurance policies with esure since M... (4 pages)View decision -
Decision Reference DRN-5524951
10 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5524951 The complaint Miss S complains Advantage Insurance Company Limited (Advantage) provided a poor level of service which caused delays when she made a claim on her motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint co... (3 pages)View decision -
Decision Reference DRN-5589534
10 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5589534 The complaint Mr Y complains that PayPal UK Ltd won’t refund the cost of goods he paid for using PayPal Credit. He says the goods were not as described. What happened In October 2023 Mr Y placed an online order with a retailer, which I’ll call “U”, for nearly £2,000 worth of... (3 pages)View decision -
Decision Reference DRN-5592136
10 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5592136 The complaint Ms W complains that UK Insurance Limited (UKI), trading as Green Flag, failed to treat her fairly when she made a claim on her roadside assistance policy. What happened In June 2024, Ms W was driving to an airport to catch a flight the following day when the AB... (2 pages)View decision
