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 375119 results
-
Decision Reference DRN-5700000
21 Jul 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5700000 The complaint Ms H has complained about IGO4’s customer service in relation to the administration of her motor insurance policy. Ms H is represented in this matter by her mum, but, for ease of reading, I’ll only refer to Ms H within this decision. IGO4 is an insurance broker... (2 pages)View decision -
Decision Reference DRN-5659469
21 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659469 The complaint Mr M complains about a claim he made to Nationwide Building Society (Nationwide) in respect of a wedding dress which was not fit for purpose. What happened In August 2022, Mr M purchased a wedding dress for his daughter from a merchant, who I’ll call B. He paid... (4 pages)View decision -
Decision Reference DRN-5224676
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5224676 The complaint Miss R has complained that her bank, Bank of Scotland Plc trading as Halifax (‘Halifax’), refused to refund the money she lost when she fell victim to a scam. Miss R’s complaint was brought to us through a representative but for ease I will refer to their comm... (5 pages)View decision -
Decision Reference DRN-5376253
21 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5376253 The complaint Ms I is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened On 31 May 2024, Ms I was supplied with a used car through a hire purchase agreement with Startline. ... (4 pages)View decision -
Decision Reference DRN-5517594
21 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5517594 The complaint Mr G has complained about the total loss settlement U K Insurance Limited trading as Churchill Insurance policies (UKI) made to settle a claim under his car insurance policy. Mr G is being represented in his complaint by Ms B. What happened Mr G was involved in... (2 pages)View decision -
Decision Reference DRN-4943004
21 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4943004 The complaint Ms O is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms O fell victim to a cruel job scam after she was contacted on social media. As part of the sca... (3 pages)View decision -
Decision Reference DRN-5681608
21 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5681608 The complaint Mr B complained that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) unfairly reported adverse information to the credit reference agencies about an agreement he had. What happened The circumstances of the complaint are well k... (3 pages)View decision -
Decision Reference DRN-5234213
21 Jul 2025 AJ Bell Asset Management Limited UpheldInvestmentsDRN-5234213 The complaint Mr D complains that AJ Bell Asset Management Limited: Caused him to miss out on an investment opportunity because of a fault with its app. Gave him wrong information. Didn’t reply to his complaint about a security incident which led his account to be loc... (3 pages)View decision -
Decision Reference DRN-5695749
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5695749 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to help get refunds for transactions charged to his debit card. What happened In October 2024, Mr W says a company which I’ll call “P” applied a charge to his Monzo debit card for more than he’d agreed. In Decembe... (3 pages)View decision -
Decision Reference DRN-5695850
21 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5695850 The complaint Mr M complains that Santander UK Plc sent its response to his data subject access request (DSAR) to an incorrect address causing him financial loss and distress. What happened Mr M says that the information was delivered to his neighbour as it was addressed to... (3 pages)View decision
