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 385995 results
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Decision Reference DRN-5447415
10 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5447415 The complaint Mrs C complains that Vanquis Bank Limited irresponsibly provided her with a credit card account and increased her credit limit. She’s said that the relationship between herself and Vanquis was unfair. Mrs C is being supported in bringing her complaint by a pro... (4 pages)View decision -
Decision Reference DRN-5463729
10 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5463729 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2021, Mrs S became aware of an investment opportunity through a company I’ll refer to as X. She found out about it from an ol... (7 pages)View decision -
Decision Reference DRN-5457050
10 Apr 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5457050 The complaint Mr M complains about the quality of a new car he acquired through a conditional sale agreement with Volvo Car Financial Services UK Limited (‘Volvo’). Mr M says that he was supplied with a different car than what he was led to believe he would be by the manufac... (4 pages)View decision -
Decision Reference DRN-5467050
10 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5467050 The complaint Ms W complains that Santander UK Plc (Santander) were unreasonable to report a missed payment to her credit file. What happened Ms W missed a payment towards her credit card bill in November 2024. Ms W says there were mitigating circumstances, she’d put a new d... (2 pages)View decision -
Decision Reference DRN-5466439
10 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5466439 The complaint Mr S complains that Barclays Bank UK PLC (the ‘Lender’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to a timeshare product he bought using finance it provided. What happened... (9 pages)View decision -
Decision Reference DRN-4738574
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4738574 The complaint Mr B is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In 2022 Mr B received a newsletter via email with financial advice, purportedly endorsed by a well-known consumer rights commentator. It provided a link to a cryptocurrency ... (11 pages)View decision -
Decision Reference DRN-5422238
9 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5422238 The complaint Mrs R has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under an appliance warranty. What happened Mrs R contacted D&G to send an engineer to deal with a water leak from her dishwasher. An engineer visited and clear... (2 pages)View decision -
Decision Reference DRN-5388213
9 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5388213 The complaint Mr S complains that Chubb European Group SE (Chubb) declined his mobile phone insurance policy claim. My references to Chubb include the business it appointed to do the phone investigation interview with Mr S. What happened In March 2024 Mr S claimed for his lo... (4 pages)View decision -
Decision Reference DRN-5216268
9 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5216268 The complaint Mr G says esure Insurance Limited provided poor service and didn’t tell him it had settled a claim on his motor insurance policy, leading to a substantial rise in his premium later on. What happened Mr G called esure on 23 July 2023, shortly after he had a min... (3 pages)View decision -
Decision Reference DRN-5408236
9 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408236 The complaint Ms S has complained that HSBC UK Bank Plc (trading as First Direct) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Ms S was contacted by a scammer who ... (3 pages)View decision
