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 374385 results
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Decision Reference DRN-5214171
7 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214171 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in June and July 2023 he... (6 pages)View decision -
Decision Reference DRN-5392069
7 Jul 2025 EGR WEALTH LIMITED Not upheldPensions and AnnuitiesDRN-5392069 The complaint Mr V complains that EGR WEALTH LIMITED (EGR), as the discretionary manager of his self-invested personal pension (SIPP), invested his funds into high risk and unregulated investments which has led to a significant financial loss. He would like to be put back in... (4 pages)View decision -
Decision Reference DRN-5492479
7 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5492479 The complaint Mr L is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In November 2022 Mr L was supplied with a new car through a conditional sale agreement wit... (5 pages)View decision -
Decision Reference DRN-5609501
7 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5609501 The complaint Mr B has complained about the way his commercial vehicle insurer, Aviva Insurance Limited (‘Aviva’) dealt with a claim he made on his policy as well as the decision to declare his car a total loss. What happened In March 2024 Mr B’s car was damaged after someo... (3 pages)View decision -
Decision Reference DRN-5487960
7 Jul 2025 Newcastle Building Society UpheldMortgagesDRN-5487960 The complaint Mr E complains that Newcastle Building Society (“NBS”) wouldn’t give him information on how much it would cost to pay off his mortgage, some months in advance. And he said that NBS was sending letters to the other joint mortgage holder, but at his address. What... (4 pages)View decision -
Decision Reference DRN-5580378
7 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5580378 The complaint Mr G says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr G took out a loan for £1,000 over 12 months from 118 118 Money on 24 July 2019. The monthly repayments were £102.25. He then took a second loan for £2,255.58 ... (3 pages)View decision -
Decision Reference DRN-5502532
7 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5502532 The complaint Mr M complains about the repayment of a loan agreement he has with Telefonica UK Limited trading as O2. What happened In January 2023, Mr M took out a loan with Telefonica to pay for a brand new mobile telephone handset. Under the agreement, Mr M was required t... (3 pages)View decision -
Decision Reference DRN-5618505
7 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5618505 The complaint Mr D is unhappy with the interest rate provided to him by Mitsubishi HC Capital UK, trading as Novuna Personal Finance. What happened In July 2023, Mr D applied for a personal loan with Novuna. His application was successful and Mr D received the loan which inc... (2 pages)View decision -
Decision Reference DRN-4959636
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4959636 The complaint Mr K is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll refer mainly to Mr K in this decision. What happened In late 2023 Mr K ... (4 pages)View decision -
Decision Reference DRN-5473554
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5473554 The complaint Mr K has complained that Bank of Scotland plc (trading as Halifax) won’t refund transactions which he says the account’s joint party made without his knowledge. What happened This complaint surrounds a joint Halifax savings account which was opened in 2010. The... (3 pages)View decision
