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 364862 results
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Decision Reference DRN-5183160
7 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5183160 The complaint Mr J, as the director of J is bringing a complaint that Lloyds Bank PLC decided not to refund J after being the victim of a scam. J is bringing its complaint using a claims management company which I’ll refer to as K. What happened J invested in a company I’l... (6 pages)View decision -
Decision Reference DRN-4908159
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908159 The complaint Mr K complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In October 2023, Mr K lost over £20,000 to an investment scam. Our investigator didn’t uphold the complaint. She felt that Revolut’s various... (2 pages)View decision -
Decision Reference DRN-5440764
7 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5440764 The complaint Mr B has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled a motor insurance claim made by a third-party. For the avoidance of doubt, the term ‘Aviva’ includes its representatives and agents for the purposes of this decision letter, an... (4 pages)View decision -
Decision Reference DRN-5056551
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056551 The complaint Mr P complains about the actions of Revolut Ltd when he lost money to a scam. Mr P is being represented by a claims management company but for ease I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5421061
7 Apr 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5421061 The complaint Miss M complains Frasers Group Financial Services Limited trading as Studio (Studio) irresponsibly agreed lending she couldn’t afford. What happened In November 2019 Miss M applied for a catalogue account with Studio. Her application was successful and Studio a... (3 pages)View decision -
Decision Reference DRN-5322207
7 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5322207 The complaint Mrs S has complained that when she set up a new Landlord Insurance policy to cover her rental property, buildings cover wasn’t included. What happened Mrs S had a policy covering her rental property which was due to renew on 31 July 2022. She renewed it and pai... (2 pages)View decision -
Decision Reference DRN-5415250
7 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5415250 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss B applied for a credit card with Vanquis in June 2023. In her application, Miss B said she was unemployed with an income of £36,000 a... (2 pages)View decision -
Decision Reference DRN-5463161
7 Apr 2025 Avantia Insurance Limited UpheldInsuranceDRN-5463161 The complaint Mr R has complained that Avantia Insurance Limited trading as Homeprotect (Avantia) mis- sold a home insurance policy which Mr R shares jointly with Mrs R. As Mr R is the lead complainant, I will refer to him in my decision on behalf of him and Mrs R. What happ... (3 pages)View decision -
Decision Reference DRN-5143501
7 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5143501 The complaint Mr C complains that the car he acquired through BMW Financial Services(GB) Limited trading as Alphera Financial Services (“BMW”) wasn’t of satisfactory quality. He says although the car was nearly new, he suffered catastrophic engine failure. He wants BMW to pa... (4 pages)View decision -
Decision Reference DRN-5460101
7 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5460101 The complaint Mr A complains about Nationwide’s decision to close his account. What happened In October 2024 Nationwide gave Mr A 90-day notice of their intention to close his account with them. They asked for evidence that money paid into the account belonged to him but whe... (2 pages)View decision
