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 393318 results
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Decision Reference DRN-5565143
19 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5565143 The complaint Ms T has complained about issues with returning her car at the end of her hire agreement with LeasePlan UK Limited. What happened Ms T had a car hire agreement with LeasePlan. This was due to end in April 2023, but Ms T requested a 12-month extension. She tried... (2 pages)View decision -
Decision Reference DRN-5728470
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5728470 The complaint Mr N complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved two credit card applications he made and later increased the credit limit. What happened Mr N applied for a Marbles credit card in November 2017. In his application, Mr N sai... (3 pages)View decision -
Decision Reference DRN-5762515
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5762515 The complaint Mr D complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited (“BMW”). What happened Mr D was supplied with a used car through a hire purchase agreement with BMW in June 2024. The car was around four years old and had covered ... (4 pages)View decision -
Decision Reference DRN-5661543
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661543 The complaint Mr M complains that HSBC UK Bank Plc, trading as First Direct, won’t reimburse him money he lost after he fell victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (5 pages)View decision -
Decision Reference DRN-5641446
19 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5641446 The complaint Mr T says Clydesdale Bank Plc trading as Virgin Money unfairly changed the terms of his mortgage so that his offset lifetime tracker product isn’t portable. What happened Mr T took out a mortgage with Clydesdale in 2007. He took out a lifetime tracker product w... (3 pages)View decision -
Decision Reference DRN-5762859
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5762859 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened It seems things began with a phishing text purporting to be from a parcel delivery company, to ... (5 pages)View decision -
Decision Reference DRN-5726890
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5726890 The complaint Mr A complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him losing money to a scam. Mr A has used a representative to help him bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr A where I also mean the r... (3 pages)View decision -
Decision Reference DRN-5754573
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5754573 The complaint Mr P complains that the car he acquired through Lendable Ltd trading as Autolend (“Lendable”) wasn’t of satisfactory quality. He’s paid to have the car repaired and wants Lendable to reimburse him. What happened Mr P entered into a hire purchase agreement in No... (5 pages)View decision -
Decision Reference DRN-5762366
19 Aug 2025 Wakam UpheldInsuranceDRN-5762366 The complaint Mrs I complains that when Wakam cancelled her policy they didn’t refund her premium. And that she wasn’t advised her car had been placed in storage and was incurring charges. What happened On 2 December 2023 Mrs I’s car was stolen from outside her house. Mrs I ... (4 pages)View decision -
Decision Reference DRN-5523626
19 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5523626 The complaint Mr and Mrs S complained that Liverpool Victoria Insurance Company Limited (“LV”) declined to cover items damaged by a storm, under their home buildings and contents insurance policy. I’ll refer to Mr S in my decision for ease. What happened Mr S said the verand... (3 pages)View decision