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
-
Decision Reference DRN-5412051
2 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5412051 The complaint Mr R, who is represented in his complaint by his father, complains that Zopa Limited (‘Zopa’) irresponsibly agreed to give him finance he couldn’t afford to repay. What happened In July 2022, Mr R acquired a car financed by a fixed term hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5521541
2 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5521541 The complaint Mr N complains because Admiral Insurance (Gibraltar) Limited declined his travel insurance claim and cancelled his policy. What happened Mr N was insured under a travel insurance policy provided by Admiral. The policy started in August 2023 and covered two decl... (4 pages)View decision -
Decision Reference DRN-5529124
2 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5529124 The complaint Mr H has complained, through his representatives, about a transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) personal pension to a small self-administered scheme (‘SSAS’) in May 2015. Mr H’s SSAS was subsequently used to invest in Dolphin Capital (‘... (14 pages)View decision -
Decision Reference DRN-5523389
2 May 2025 Saga Services Limited Not upheldInsuranceDRN-5523389 The complaint Mr S is unhappy with the service provided by Saga Services Limited (Saga) following changes to his home insurance policy. Mrs S and Mr S are both party to this complaint. As Mr S has primarily dealt with this Service, I have referred to Mr S throughout this fi... (3 pages)View decision -
Decision Reference DRN-5511285
2 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5511285 The complaint Miss M complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss M applied for a Vanquis credit card in June 2020. In her application, Miss M said she was employed with an income of £22,000 that Van... (3 pages)View decision -
Decision Reference DRN-5260710
2 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5260710 The complaint Mr T complains that Oodle Financial Services Limited unfairly terminated a hire purchase agreement under which a van was supplied to him. What happened In June 2022, Mr T was supplied with a used van through a hire purchase agreement with Oodle. The agreement w... (4 pages)View decision -
Decision Reference DRN-5404741
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5404741 The complaint Miss W complains a balance transfer she undertook through her HSBC UK Bank Plc app went to an incorrect beneficiary’s account. What happened Miss W explained she made a balance transfer from a credit card held with a third-party bank to her new HSBC credit card... (3 pages)View decision -
Decision Reference DRN-5040441
2 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5040441 The complaint Mr L complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that he has had problems with the car from the start and he would like to return it. What happened Mr L’s comp... (4 pages)View decision -
Decision Reference DRN-5210671
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210671 The complaint Mr M complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund the money he has lost. What happened Mr M came across an advert online for investing in cr... (3 pages)View decision -
Decision Reference DRN-5260425
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260425 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr O came across... (5 pages)View decision