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 391431 results
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Decision Reference DRN-5345972
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5345972 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to recover lost funds after she reported an issue. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what... (2 pages)View decision -
Decision Reference DRN-5365855
5 Mar 2025 My Finance Club Limited UpheldConsumer CreditDRN-5365855 The complaint Ms F complains through a representative that My Finance Club Limited (“MFC”) failed to carry out proportionate affordability checks before it lent to Ms F. What happened A summary of Ms F’s borrowing can be found below. loan number loan amount agreement date r... (7 pages)View decision -
Decision Reference DRN-4873827
5 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4873827 The complaint Mr S complains IG Index Limited (‘IG’) incorrectly calculated the overnight fees on his USD/TRY spread bet position. What happened Mr S has a spread betting account with IG. For holding currency pairing spread bets overnight, IG charge an overnight fee. This f... (4 pages)View decision -
Decision Reference DRN-5269842
5 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5269842 The complaint Mrs F complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly handled a claim made on her building’s insurance for subsidence. She feels the claim has not been progressed as quickly as it could have been with RSA delaying its authorisation ... (4 pages)View decision -
Decision Reference DRN-5369343
5 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5369343 The complaint Miss P has complained about her car insurer, Marshmallow Insurance Limited (MM) regarding a claim she made when her car was damaged in an accident. What happened Miss P was involved in an accident on 24 May 2024. She reported the incident to MM as being not he... (5 pages)View decision -
Decision Reference DRN-4948238
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-4948238 The complaint Mr P complains about the time it took U K Insurance Limited trading as Direct Line to deal with his claim for damage caused by a leak, and the distress and inconvenience it caused by its mishandling of the claim. What happened In August 2023, Mr P’s tenant disc... (5 pages)View decision -
Decision Reference DRN-5288469
4 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5288469 The complaint Mrs R complains that Volvo Car UK Limited has sent her information that should have been sent to another customer and that it has sent her information to that customer. What happened Mrs R signed a hire agreement in May 2024 for a car to be supplied to her but ... (2 pages)View decision -
Decision Reference DRN-5257987
4 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5257987 The complaint Miss M is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss M said she’s having constant issues when she tries to log in or use the Virgin Money banking app. Miss M said the customer service received when she has contacted Virgin about this was poo... (3 pages)View decision -
Decision Reference DRN-4557937
4 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4557937 The complaint Mr A and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying a ... (6 pages)View decision -
Decision Reference DRN-5335631
4 Mar 2025 Arval UK Limited UpheldConsumer CreditDRN-5335631 The complaint Mr P has brought a complaint on behalf of E, a partnership of him and his mother. For the sake of ease I’ll refer to Mr P throughout. Mr P complains about a car acquired through a Hire agreement with Arval UK Limited (‘Arval’). Mr P has had problems with the c... (8 pages)View decision