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 392389 results
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Decision Reference DRN-5312026
10 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5312026 The complaint Mrs F complains Tesco Personal Finance plc trading as Tesco Bank (Tesco) failed to carry out sufficient checks before it agreed a credit card facility and subsequently increased the credit limit on that card. What happened Mrs F says she applied for a credit ca... (3 pages)View decision -
Decision Reference DRN-5059168
10 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5059168 The complaint Mrs Y complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says was lost as the result of a scam. What happened In December 2020, Mrs Y’s partner saw an advertisement for investments through a company I’ll refer to as M... (6 pages)View decision -
Decision Reference DRN-5458431
10 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5458431 The complaint Mr D and Mrs D complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the handling of the claim they made on their home insurance policy. Miss D, Mr D and Mrs D’s daughter, has acted as the main representative during the claim and complaint proce... (5 pages)View decision -
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