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 367300 results
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Decision Reference DRN-5215222
11 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5215222 The complaint Mr W complains Revolut Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened In May 2024, Mr W bought clothes from an online retailer paying with his Revolut debit card. Mr W says he didn’t receive the clothes, so co... (2 pages)View decision -
Decision Reference DRN-5388225
11 Apr 2025 Bamboo Limited UpheldConsumer CreditDRN-5388225 The complaint Miss P complains through a representative that Bamboo Limited trading as Bamboo Loans (“Bamboo”) gave her loans which were unaffordable for her. What happened A summary of Miss P’s borrowing can be found below. loan number loan amount agreement date repayment date... (5 pages)View decision -
Decision Reference DRN-5297413
11 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5297413 The complaint Ms M complains through a representative that Volkswagen Financial Services (UK) Limited (“VW”) approved a finance agreement for her without carrying out sufficient affordability checks. What happened This complaint solely deals with the hire purchase style agr... (4 pages)View decision -
Decision Reference DRN-5467090
11 Apr 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5467090 The complaint Miss G complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined a claim she made on a home insurance policy. What happened Miss G held a home insurance policy with Accredited. She made a claim after noticing a wooden beam was damaged, and... (4 pages)View decision -
Decision Reference DRN-5476563
11 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5476563 The complaint Mrs T has complained that HSBC Bank UK plc (“HSBC”) gave her loans that she couldn’t afford to repay. What happened A summary of Mrs T’s lending history can be found below. loan number loan amount total to repay APR agreement date repaid date number of monthl... (5 pages)View decision -
Decision Reference DRN-5421240
11 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5421240 The complaint Mrs O complains that Co-operative Bank Plc (Co-operative Bank) were unfair to advise her credit card account would be closed if not used and unreasonable not to allow her to make payment towards her credit card debt in cash. What happened In January 2024 the C... (2 pages)View decision -
Decision Reference DRN-4992165
11 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4992165 The complaint Miss G complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Miss G is being represented by a third party. To keep things simple, I will refer to Miss G throughout my decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5386507
11 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5386507 The complaint Ms J’s complaint is about the handling of a claim under her legal expenses insurance cover with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with cl... (4 pages)View decision -
Decision Reference DRN-4959775
11 Apr 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4959775 The complaint Mr H complains about the way Blue Motor Finance Ltd (‘BM’) are reporting a car finance agreement he had with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (2 pages)View decision -
Decision Reference DRN-5127054
11 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5127054 The complaint Ms Y complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a job scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Ms Y says: She was contacted on her mess... (8 pages)View decision
