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-5791267
5 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5791267 The complaint Miss S complains that Scottish Widows Limited has treated her unfairly by refusing to provide her with information about the pension investments held by her late father. What happened Miss S has been assisted in making this complaint, and in her dealings with S... (3 pages)View decision -
Decision Reference DRN-5502443
5 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5502443 The complaint Mr Y complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr Y was approved for a Zable credit card in May 2022 with a credit limit of £500. I have detailed out the credit limit increases below: July 2022 £500 to £800 December 2... (4 pages)View decision -
Decision Reference DRN-5671577
5 Sep 2025 Antares Insurance Company Limited Not upheldInsuranceDRN-5671577 The complaint Mrs F complains about Antares Insurance Company Limited (Antares) handling and declination of a claim made under her Horse Insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key ev... (4 pages)View decision -
Decision Reference DRN-5267573
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267573 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. Howev... (4 pages)View decision -
Decision Reference DRN-5400951
5 Sep 2025 World First UK Limited Not upheldBanking and PaymentsDRN-5400951 The complaint A – a limited company complaints World First UK blocked and then closed its accounts. A is represented by Mr J a director, who I will refer to throughout the complaint. What happened The detailed background to this complaint is well known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-5799218
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5799218 The complaint Mr R is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr R fell victim to a cruel investment scam. After responding to an advert on social media, ... (7 pages)View decision -
Decision Reference DRN-4932078
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4932078 The complaint Mr G complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr G said he was contacted via s... (2 pages)View decision -
Decision Reference DRN-5322742
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5322742 The complaint Mrs J complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Mrs J is being represented by a third party. To keep things simple, I will refer to Mrs J throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5320854
5 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5320854 The complaint Mr T complained that the charges imposed at the end of his car finance agreement with Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Mitsubishi”) were unfair. What happened Mr T acquired a new Mercedes using a consumer hire agreement with ... (4 pages)View decision -
Decision Reference DRN-5501350
4 Sep 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5501350 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with Billing Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a hire purchase agreement with Billing Finance that he signed in ... (3 pages)View decision