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 381196 results
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Decision Reference DRN-5523389
2 May 2025 Saga Services Limited Not upheldInsuranceDRN-5523389 The complaint Mr S is unhappy with the service provided by Saga Services Limited (Saga) following changes to his home insurance policy. Mrs S and Mr S are both party to this complaint. As Mr S has primarily dealt with this Service, I have referred to Mr S throughout this fi... (3 pages)View decision -
Decision Reference DRN-5511285
2 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5511285 The complaint Miss M complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss M applied for a Vanquis credit card in June 2020. In her application, Miss M said she was employed with an income of £22,000 that Van... (3 pages)View decision -
Decision Reference DRN-5260710
2 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5260710 The complaint Mr T complains that Oodle Financial Services Limited unfairly terminated a hire purchase agreement under which a van was supplied to him. What happened In June 2022, Mr T was supplied with a used van through a hire purchase agreement with Oodle. The agreement w... (4 pages)View decision -
Decision Reference DRN-5404741
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5404741 The complaint Miss W complains a balance transfer she undertook through her HSBC UK Bank Plc app went to an incorrect beneficiary’s account. What happened Miss W explained she made a balance transfer from a credit card held with a third-party bank to her new HSBC credit card... (3 pages)View decision -
Decision Reference DRN-5040441
2 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5040441 The complaint Mr L complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that he has had problems with the car from the start and he would like to return it. What happened Mr L’s comp... (4 pages)View decision -
Decision Reference DRN-5210671
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210671 The complaint Mr M complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund the money he has lost. What happened Mr M came across an advert online for investing in cr... (3 pages)View decision -
Decision Reference DRN-5260425
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260425 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr O came across... (5 pages)View decision -
Decision Reference DRN-5528672
2 May 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5528672 The complaint Mr and Mrs A have complained that Great Lakes Insurance SE declined a claim they made on a travel insurance policy. As it is Mr A leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs A and their four chil... (3 pages)View decision -
Decision Reference DRN-5446701
2 May 2025 Experian Limited Not upheldConsumer CreditDRN-5446701 The complaint Mr P complains Experian Limited are reporting incorrect information about him on his credit file. What happened Mr P held several accounts with a bank, I’ll refer to as H. He says H froze, restricted and reduced his accounts requiring him to use a credit card,... (4 pages)View decision -
Decision Reference DRN-5525127
2 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5525127 The complaint Ms W complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera) unfairly charged her for damage to a car after she voluntarily terminated a hire purchase agreement. What happened I issued a provisional decision setting out... (5 pages)View decision
