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 400695 results
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Decision Reference DRN-5736144
5 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5736144 The complaint Mr H has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr H with a used car on a hire purchase ... (4 pages)View decision -
Decision Reference DRN-5706923
5 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706923 The complaint Mrs M is unhappy Santander Bank UK Plc will not refund the money that she lost as the result of a scam. Mrs M brought her complaint through a representative. For ease of reading I will refer solely to Mrs M in this decision. What happened As both parties are fa... (3 pages)View decision -
Decision Reference DRN-5753942
5 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5753942 The complaint Mr K complains that Covea Insurance plc (“Covea”) said he’d misrepresented his details when applying for his car insurance, so it charged him an additional premium. What happened Mr K applied for a car insurance policy with Covea. He bought the policy through a... (3 pages)View decision -
Decision Reference DRN-5861888
5 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5861888 The complaint Mr R has complained that Scottish Widows Limited linked his details to another customer’s pension policy. As a result, he’s received information about a pension belonging to another person with the same name. Mr R has said this has been extremely stressful and... (8 pages)View decision -
Decision Reference DRN-5819126
5 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5819126 The complaint Mr M complains Revolut Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M opened an account with Revolut in April 2025. In May, it was ... (3 pages)View decision -
Decision Reference DRN-5842531
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842531 The complaint Ms Z complains that Lloyds Bank PLC will not refund money she lost to a scam. Ms Z is represented by a firm, but for ease I have only referred to Ms Z in this decision. What happened The details of this complaint are well known to both parties so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5928308
5 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5928308 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Mr W referred a complaint to us along with a representative. As the c... (5 pages)View decision -
Decision Reference DRN-5531504
5 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5531504 The complaint Mrs M complains that Santander UK Plc won’t refund her after she sent funds to an investment that she now considers to have been a scam. Mrs R is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissions as bein... (5 pages)View decision -
Decision Reference DRN-5874907
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5874907 The complaint Mr A complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In shor... (3 pages)View decision -
Decision Reference DRN-5553620
5 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5553620 The complaint Mr H is unhappy that Zilch Technology Limited (Zilch) didn’t refund him for a transaction on his account that he says wasn’t authorised. What happened In March 2025, Mr H contacted Zilch to dispute a transaction for £115.13 on his account. Mr H explained the pa... (3 pages)View decision