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-5758935
15 Sep 2025 Collinson Insurance Services Limited Not upheldInsuranceDRN-5758935 The complaint Mr E has complained that Collinson Insurance Services Limited trading as Astrenska unreasonably rejected his claim for a lost or stolen mobile phone. What happened Mr E was abroad on holiday and lost his mobile phone at a club on 23 November 2024. He then made... (3 pages)View decision -
Decision Reference DRN-5585448
15 Sep 2025 Lifetime Pet Cover Limited UpheldInsuranceDRN-5585448 The complaint Mr B has complained that Lifetime Pet Cover Limited (LPC) who sold him the policy in 2022 then changed what medical conditions his lifetime pet policy benefit of £10,000 could cover. What happened Mr B bought a lifetime policy for his dog in November 2022 from... (4 pages)View decision -
Decision Reference DRN-5766484
15 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5766484 The complaint Mr R complains that the car he acquired financed through a hire purchase agreement with Zopa Bank Limited wasn’t of satisfactory quality. What happened In July 2024 Mr R acquired a used car financed through a hire purchase agreement with Zopa. Mr R said in Octo... (5 pages)View decision -
Decision Reference DRN-5688034
15 Sep 2025 ITC Compliance Limited Not upheldConsumer CreditDRN-5688034 The complaint Mr G complains that a regulated finance agreement arranged by ITC Compliance Limited (“ITC”) was mis-sold to him. What happened In August 2023 Mr G acquired a used car financed through a hire purchase agreement with a finance company. The agreement had been arr... (3 pages)View decision -
Decision Reference DRN-5816209
15 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5816209 The complaint Mr S and Mrs S are unhappy with Bank of Scotland plc, trading as Halifax’s (‘Halifax’) handling of two chargebacks which were raised through their respective debit cards from their joint bank account. Mr S has handled this matter on behalf of himself and Mrs S... (7 pages)View decision -
Decision Reference DRN-5471638
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5471638 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that he wanted to help his brother and a friend to obtain a certificate of sponsorship to work in the UK. He was introduced to a... (3 pages)View decision -
Decision Reference DRN-5707755
15 Sep 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5707755 The complaint With the help of a professional representative (PR), Mrs L and Mr S complain that Go Car Credit Limited lent to them irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mrs L and Mr S. What happened Mrs L and Mr S entered into a hire ... (3 pages)View decision -
Decision Reference DRN-5816215
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5816215 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel purchase scam. After seeing an advert on social media, he agreed to pu... (4 pages)View decision -
Decision Reference DRN-5575052
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5575052 The complaint Mr C complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the com... (3 pages)View decision -
Decision Reference DRN-5756558
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5756558 Complaint Miss P has complained about the overdraft charges HSBC UK Bank Plc (trading as “HSBC”) applied to her current account. She’s effectively said that she shouldn’t have been provided with an overdraft and therefore the charges applied to her account were unfair as the... (5 pages)View decision