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 392389 results
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Decision Reference DRN-5808039
16 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5808039 The complaint Mr and Mrs R complain that Aviva Insurance Limited (“Aviva”) unfairly declined a claim they made on their home insurance policy. The policy is in both Mr and Mrs R’s name, but Mr R has brought the complaint and so for ease I will refer to Mr R throughout my de... (4 pages)View decision -
Decision Reference DRN-5689984
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5689984 The complaint Mr D complains that Revolut Ltd has declined to reimburse payments made as part of a scam. What happened In August 2023, Mr D received a call from a scammer impersonating Revolut and another of his banking providers. He was persuaded that there was fraud on his... (3 pages)View decision -
Decision Reference DRN-5735405
16 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5735405 The complaint Ms K and Mr K are unhappy with the limited information and evidence Clydesdale Bank Plc (‘Clydesdale’), trading as Virgin Money, can provide about what happened to funds held within their account. What happened In October 2024, Mr K found a statement from Clyd... (2 pages)View decision -
Decision Reference DRN-5818228
16 Sep 2025 Madison CF UK Limited UpheldBanking and PaymentsDRN-5818228 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made a... (3 pages)View decision -
Decision Reference DRN-5660237
16 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5660237 The complaint Mr A complains AXA Insurance UK Plc trading as Moja declined to continue his motor insurance policy as an existing customer following a change of vehicle, and accepted cover as a new business customer only when Mr A changed his date of birth on the application.... (4 pages)View decision -
Decision Reference DRN-5818096
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5818096 The complaint Mr W complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. What happened Mr W was approved for an Aqua credit card in June 2022 with a £600 credit limit. I have detailed the credit limit changes below: October 2022£600 to £1,450 February 202... (4 pages)View decision -
Decision Reference DRN-5790821
16 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5790821 The complaint Mr M is unhappy that Bank of Scotland plc, trading as Halifax, wouldn’t transfer money he’d incorrectly transferred to a credit account to his current account. What happened Mr M mistakenly transferred a large sum of money to his Halifax credit account, which l... (3 pages)View decision -
Decision Reference DRN-5414280
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5414280 The complaint Mr R complains Revolut Ltd is holding him liable for payments he was threatened into making. What happened Mr R says that, due to being in debt, he contacted someone (who I’ll refer to as the fraudster) on a messaging app who was offering an opportunity to make... (3 pages)View decision -
Decision Reference DRN-5819447
16 Sep 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5819447 The complaint Mr B has complained about the quality of a car provided on finance by Volvo Car Financial Services UK Limited (“VCFS”). What happened VCFS supplied Mr B with a new car on a conditional sale agreement in September 2024. The cash price of the car was around £33,... (5 pages)View decision -
Decision Reference DRN-5514546
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5514546 The complaint Miss W and Ms G complain that Santander UK Plc (“Santander”) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it t... (8 pages)View decision