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 365360 results
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Decision Reference DRN-4982747
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4982747 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr E is being represented by a claims management company in this complaint. What happened Mr E says he fell victim to a scam in October 2022 after he sent tw... (3 pages)View decision -
Decision Reference DRN-5142804
3 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5142804 The complaint Ms K complains about the quality of a car provided to her on finance by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly ... (6 pages)View decision -
Decision Reference DRN-5455553
3 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5455553 The complaint Miss M complains that First Direct acted irresponsibly when it granted her a current account overdraft limit of £500. What happened Miss M opened a current account with First Direct in April 2019 and was provided with an overdraft limit of £500, a limit that w... (5 pages)View decision -
Decision Reference DRN-5336101
3 Apr 2025 MBNA Limited UpheldBanking and PaymentsDRN-5336101 The complaint Mrs R complains that MBNA Limited lent to her irresponsibly. What happened In January 2018, MBNA gave Mrs R a credit card (card 1) with a limit of £8,700. In July 2018, it increased the credit limit to £9,500. In March 2022, MBNA gave Ms R another credit card (... (4 pages)View decision -
Decision Reference DRN-5133412
3 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5133412 The complaint Mr B complains that the car he acquired through Black Horse Limited (“BHL”) wasn’t of satisfactory quality. He wants BHL to fairly and reasonably settle his complaint and cover the costs of repair that he’s incurred. What happened Mr B entered into a hire purch... (4 pages)View decision -
Decision Reference DRN-5015872
3 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5015872 The complaint Mr and Mrs W complain that Santander UK Plc “Santander” didn’t do enough to protect them when they made two payments for a property investment opportunity, which they now consider was a scam. What happened Mr and Mrs W made two £20,000 payments online from thei... (2 pages)View decision -
Decision Reference DRN-5141845
3 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5141845 The complaint Mr M is unhappy that Lloyds Bank PLC has closed his accounts and hasn’t reimbursed him for his loss after he says a merchant didn’t deliver the goods he’d purchased. What happened In March 2024 Mr M raised a dispute with Lloyds for around £6,000. He said he’d ... (3 pages)View decision -
Decision Reference DRN-5455478
3 Apr 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5455478 The complaint Mr S complains that Aviva Life and Pensions UK Limited (‘Aviva’) have failed to recognise a policy that he’s certain he holds with them. Mr S states that Aviva is withholding his pension monies and he’d like them to recognise the pension that he has. What happ... (3 pages)View decision -
Decision Reference DRN-5448621
3 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5448621 The complaint Ms A and Mr C complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a powerful engine ... (5 pages)View decision -
Decision Reference DRN-5453816
3 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5453816 The complaint Mr B complains about AmTrust Specialty Limited’s settlement of his static caravan insurance claim. Amtrust has been represented on the claim by its agents, including its loss adjuster, who I’ll refer to as J. For simplicity, at points, I’ve referred to the acti... (8 pages)View decision
