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 366700 results
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Decision Reference DRN-5282530
1 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5282530 The complaint Mrs N is complaining about the quality of a vehicle supplied to her by BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). What happened In October 2023, Mrs N acquired a vehicle via a hire purchase agreement with BMWFS. She paid ... (3 pages)View decision -
Decision Reference DRN-5092872
1 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5092872 The complaint Ms P complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (7 pages)View decision -
Decision Reference DRN-5092808
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5092808 The complaint Ms P complains that Lloyds Bank PLC won’t refund money she lost when she was the victim of a scam. Ms P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ke... (10 pages)View decision -
Decision Reference DRN-5092834
1 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5092834 The complaint Ms P complains that The Royal Bank of Scotland Plc (RBS) won’t refund money she lost when she was the victim of a scam. Ms P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll ... (8 pages)View decision -
Decision Reference DRN-5364531
1 May 2025 esure Insurance Limited UpheldInsuranceDRN-5364531 The complaint Mr V complains about esure Insurance Limited’s (esure) handling of a claim he made under his motor insurance policy and the amount they paid him for his vehicle. What happened Mr V held a motor insurance policy with esure. He contacted them in April 2024 to ma... (3 pages)View decision -
Decision Reference DRN-5489236
1 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5489236 The complaint A company, which I will refer to as P, complains that Santander UK Plc unfairly defaulted its Bounce Back Loan (BBL) and passed the matter to an external debt collections agency. (I’m aware that P previously made a separate complaint that Santander closed its ... (2 pages)View decision -
Decision Reference DRN-5359716
1 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5359716 The complaint Mr O complains about Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) as he feels they didn’t do enough to support him when he got into financial difficulty on making payments to a conditional sale agreement taken out with them. What happened Mr O re... (3 pages)View decision -
Decision Reference DRN-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss L herself. What... (4 pages)View decision -
Decision Reference DRN-5519190
1 May 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5519190 The complaint Mr W complains about the service provided and information given by his broker, Adrian Flux Insurance Services Group (‘Adrian Flux’), when taking out a motorhome insurance policy. What happened The background to this complaint is well known to Mr W and Adrian Fl... (3 pages)View decision -
Decision Reference DRN-5398363
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5398363 The complaint Ms B complains about the poor and misleading information provided on exchange rates when she was looking to receive a payment from her foreign bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision
