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-5435046
31 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5435046 The complaint Mrs S complains that the end of contract charges she received from Mercedes-Benz Financial Services UK Limited (“MBFS”) after handing back a car were unfair. What happened In February 2021 Mrs S entered into a four-year hire purchase agreement for a new car wit... (6 pages)View decision -
Decision Reference DRN-5412302
31 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5412302 The complaint Mr M has complained about West Bay Insurance Plc. He isn’t happy about the valuation of his vehicle after it was deemed a total loss following a claim under his commercial motor insurance policy. What happened Mr M made a claim under his motor insurance policy ... (2 pages)View decision -
Decision Reference DRN-5428921
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5428921 Complaint Ms H has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. She’s effectively said the charges applied to her account were unfair as there was a failure to take account of her becoming reliant on debt. Background ... (5 pages)View decision -
Decision Reference DRN-5421313
31 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5421313 The complaint Miss W complains that Liverpool Victoria Insurance Company Limited have delayed in investigating a claim that was made against her, and then settled it in error as a fault claim which has resulted in an increase in her premiums. What happened In February 2023 ... (3 pages)View decision -
Decision Reference DRN-5446128
31 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5446128 The complaint Mrs A is unhappy with the service she’s received from Sainsbury’s Bank Plc, trading as Sainsbury’s Finance, surrounding the defaulting of her account. What happened Mrs A had a credit account with Sainsbury’s. Unfortunately, in July 2023, Mrs A’s personal circ... (5 pages)View decision -
Decision Reference DRN-5342729
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5342729 The complaint Mr M complains about service received from Barclays Bank UK PLC trading as Barclaycard in relation to his credit card account. What happened When Mr M spoke to Barclaycard in October 2024, the call dropped and when it returned the call, it failed to follow... (2 pages)View decision -
Decision Reference DRN-4958754
31 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-4958754 The complaint Mr H complains that the car and the hire purchase agreement, he entered into with Black Horse Limited (Black Horse), has been misrepresented to him. When I refer to what Mr H and Black Horse have said, it should also be taken to include things said on their be... (3 pages)View decision -
Decision Reference DRN-5446169
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5446169 The complaint Mrs W complains that Revolut Ltd didn’t do enough when she fell victim to a cryptocurrency investment scam. What happened In June 2023, Mrs W got involved in a cryptocurrency trading scam. She invested her husband’s funds, with his consent, via Binance. Mrs W s... (3 pages)View decision -
Decision Reference DRN-5044967
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5044967 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5167696
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5167696 The complaint Mr C has complained that Bank of Scotland plc (trading as “Halifax”) failed to protect him from falling victim to an impersonation scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I... (6 pages)View decision
