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 369227 results
-
Decision Reference DRN-5621709
13 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5621709 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined his claim for the theft of his car under his motor insurance policy. What happened Mr K lost his car key whilst on a business trip some distance from his home. Because of... (4 pages)View decision -
Decision Reference DRN-5198245
13 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5198245 The complaint Mr M complains about the quality of a new car that was supplied to him through a finance agreement with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened In March 2022 Mr M acquired a new car through a personal contract plan (PCP) which is a t... (2 pages)View decision -
Decision Reference DRN-5621034
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5621034 The complaint Mr B complains that NewDay Ltd irresponsibly lent to him. What happened Mr B was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2021 with a credit limit of £450. The credit limit was increased to £1,450 in July 2022. ... (6 pages)View decision -
Decision Reference DRN-5140130
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5140130 The complaint Mr K complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr K has previously been represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5510605
13 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5510605 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs W is supported by a representative. For ease, though, I’ll only refer to Mrs W throughout. What happene... (3 pages)View decision -
Decision Reference DRN-5622576
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622576 The complaint Mr M complains that Barclays Bank UK PLC has failed to trace the money in a fixed rate bond which he held with it. He is represented by his son, Mr M1. What happened In August 2000, Mr M took out a fixed rate bond with Barclays. The bond matured in August 2001.... (2 pages)View decision -
Decision Reference DRN-5606757
13 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5606757 The complaint Mr I and Ms B complain about U K Insurance Limited’s handling of a claim under a home insurance policy. What happened Mr I and Ms B had a home insurance policy with U K Insurance Limited (UKI). In October 2024, a leak was discovered and repaired (the affected s... (5 pages)View decision -
Decision Reference DRN-5396201
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5396201 The complaint Mr C complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr C found an advert on social media for a company that offered trading advice and a platform to carry out trades on. He signed up and was put in contact with an adviso... (4 pages)View decision -
Decision Reference DRN-4995375
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995375 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background to this complain... (8 pages)View decision -
Decision Reference DRN-5306192
13 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5306192 The complaint Mr L complains that Oodle Financial Services Limited (“Oodle”) gave him an agreement he couldn’t afford to repay. Mr L also says that Oodle was aware of his vulnerability and lent to him anyway. What happened In December 2019, Oodle provided Mr L with a hire p... (4 pages)View decision
