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 365917 results
-
Decision Reference DRN-4972892
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4972892 The complaint Mr L complains about Lloyds Bank Plc not refunding several payments he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bot... (4 pages)View decision -
Decision Reference DRN-5427534
15 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5427534 The complaint Mrs S complains about end of contract charges when she voluntary terminated her agreement with Stellantis Financial Services UK Limited. What happened In May 2022 Mrs S was supplied with a car and entered into a conditional sale agreement with Stellantis. At th... (2 pages)View decision -
Decision Reference DRN-5560594
15 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5560594 The complaint Mr W complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t as described. What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In November 2017... (5 pages)View decision -
Decision Reference DRN-5557773
15 May 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5557773 The complaint Mrs M complains that Aviva Life & Pensions UK Limited has turned down a critical illness claim she made on a life and critical illness insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a s... (5 pages)View decision -
Decision Reference DRN-5503882
15 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5503882 The complaint Mr M has complained about the way Tesco Underwriting Limited settled a claim he made under a home insurance policy he shares with Mrs M. What happened Mr M reported an escape of water (EOW) from a kitchen appliance in November 2023. He made a claim for damage t... (2 pages)View decision -
Decision Reference DRN-5559539
15 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5559539 The complaint Mrs C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as a... (17 pages)View decision -
Decision Reference DRN-4997139
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997139 The complaint Mr S is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened The circumstances of the scam are known to both parties so I won’t go into detail here. In short, around May 2023 Mr S f... (11 pages)View decision -
Decision Reference DRN-4863095
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4863095 The complaint Miss D is unhappy that Revolut Ltd (“Revolut”) won’t refund payments she says she didn’t authorise. What happened Miss D says she fell victim to a safe account scam. She says she received a call from someone who said they were her other bank (Bank N) saying he... (4 pages)View decision -
Decision Reference DRN-5441593
15 May 2025 Vitality Life Limited UpheldInsuranceDRN-5441593 The complaint Mr J complained that Vitality Life Limited declined a claim on his life and serious illness policy. What happened Mr J took out a life and serious illness policy with Vitality in May 2017. In 2020, Mr J unfortunately lost his job. Due to ill health, Mr J raised... (3 pages)View decision -
Decision Reference DRN-5560481
15 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5560481 The complaint Ms O complained that Advantage Insurance Company Limited (“Advantage”) inflated its repair costs, which delayed her car being fixed, under her motor insurance policy. What happened Ms O’s car was damaged in an accident on 19 February 2024. She contacted Advant... (4 pages)View decision
