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 366873 results
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Decision Reference DRN-5421572
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5421572 The complaint Mr R has complained that Santander UK Plc (“Santander”) failed to inform him that his 1- year fixed term ISA had matured, resulting in his funds being transferred into a lower interest rate savings account without his knowledge. What happened Mr R opened a 1-ye... (2 pages)View decision -
Decision Reference DRN-5308193
27 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5308193 The complaint Mr O complains about the charges that have been made by Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, after he returned a car at the end of a hire agreement. What happened A new car was supplied to Mr O under a hire agreement w... (3 pages)View decision -
Decision Reference DRN-5416236
27 Mar 2025 Attivo Financial Services Limited UpheldPensions and AnnuitiesDRN-5416236 The complaint Mr B’s complaint concerns a property investment made in his self-invested personal pension (SIPP), which was provided by Attivo Financial Services Limited (Attivo FS), and the transfers made into his SIPP from his previous pension schemes. Mr B is represented b... (35 pages)View decision -
Decision Reference DRN-5353643
27 Mar 2025 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5353643 The complaint Mr W complains about the outcome of a claim he made to Omni Capital Retail Finance Limited (“Omni”) under section 75 of the Consumer Credit Act 1974 in respect of spray foam insulation. What happened In June 2021, Mr W agreed to enter a contract with a company ... (5 pages)View decision -
Decision Reference DRN-5298978
27 Mar 2025 Specialist Lending Limited Not upheldConsumer CreditDRN-5298978 The complaint Mr G complains about the outcome of a claim he made under section 75 of the Consumer Credit Act 1974 to Specialist Lending Limited trading as Duologi (“Duologi”). What happened In February 2021, Mr G entered a contract with a company I’ll call ‘H’ for spray foa... (4 pages)View decision -
Decision Reference DRN-5433080
27 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5433080 The complaint Mr L is unhappy with the quality of a car supplied by Hyundai Capital UK Limited using a conditional sale agreement. What happened On 16 June 2020 Mr L entered into a conditional sale agreement with Hyundai for a new car. The cash price was £29,174. In June 2... (4 pages)View decision -
Decision Reference DRN-5416118
27 Mar 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5416118 The complaint Mr H has complained about his policy for his let holiday home, for the 2020 policy year being avoided (treated as though it never existed). This complaint is against AXIS Specialty Europe SE. What happened Mr H owns a property outside of the UK. He lets it out... (5 pages)View decision -
Decision Reference DRN-5365970
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5365970 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he lost when he says he fell victim to a scam. What happened Mr H says that he heard about the opportunity to invest in a start-up company I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5040674
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5040674 The complaint Miss C complains that Revolut Ltd did not reimburse the funds she lost to a scam. What happened Miss C fell victim to a task-based job scam, in which she had to complete a set number of tasks per day to earn a salary and commission. Some ‘combo tasks’ cost mone... (10 pages)View decision -
Decision Reference DRN-5371583
27 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5371583 The complaint Miss D and Mr S complain that Royal & Sun Alliance Insurance Limited have poorly handled a claim made on their buildings insurance policy which has added delays, distress and inconvenience to the claim. What happened The background to this claim and complai... (3 pages)View decision
