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 374385 results
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Decision Reference DRN-5450672
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5450672 The complaint Mr P is being represented by a member of his family. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, a member of Mr P’s family fell victim to an investment scam. Before the scam was uncov... (3 pages)View decision -
Decision Reference DRN-5742353
13 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5742353 The complaint Mr B complains that Clydesdale Bank Plc, trading as Virgin Money, gave him misleading information and caused him financial distress. What happened Mr B says that when Virgin Money called him, they misled him into thinking that if he repaid a debt to them in fu... (2 pages)View decision -
Decision Reference DRN-5708543
13 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5708543 The complaint Mr R complains Aviva Insurance Limited hasn’t settled his home insurance claim fairly. Mr R is represented. For ease of reading, I’ll refer to their actions collectively as Mr R’s. What happened Mr R made a claim against his Aviva home insurance policy for an e... (4 pages)View decision -
Decision Reference DRN-5469391
13 Aug 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5469391 The complaint Mr A is unhappy that a car supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2024, Mr A was supplied with a car through a conditional sale agreement with Vol... (3 pages)View decision -
Decision Reference DRN-5750149
13 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5750149 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money hasn’t reimbursed money he says he lost to an art investment scam. What happened In early 2022, Mr C was contacted by “S” about an art investment opportunity. Mr C has explained that he invested in... (5 pages)View decision -
Decision Reference DRN-5586738
13 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5586738 The complaint Miss S complains that Domestic & General Insurance Plc (“D&G”) has asked for proof of purchase in order to deal with a claim under her device insurance policy. Where I refer to D&G, this includes the actions of its agents and claims handlers for wh... (2 pages)View decision -
Decision Reference DRN-5365861
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365861 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened In 2022, Mr H was looking for a builder to complete an extension on his home. Mr H says he looked online and received several quotes. ... (4 pages)View decision -
Decision Reference DRN-5550571
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5550571 The complaint Mr D complains that Oodle Financial Services Limited, trading as Oodle Car Finance, instructed a third party to arrange collection of a car that had been supplied to him under a hire purchase agreement when he had an unresolved complaint about Oodle Car Finance... (3 pages)View decision -
Decision Reference DRN-5749447
13 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5749447 The complaint Mrs B and Mr H, as the trustees of the Variable Discretionary Trust (account ending 607) (‘the trust’) have complained about the service they received from St James’s Place Wealth Management Plc (‘SJPWM’) plus the delays experienced when trying to unwind the tr... (6 pages)View decision -
Decision Reference DRN-5598884
13 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5598884 The complaint Mr S complains that Black Horse Limited won’t pay for a repair to a car that was supplied to him under a hire purchase agreement and won’t pay him any compensation. What happened A used car was supplied to Mr S under a hire purchase agreement with Black Horse t... (3 pages)View decision
