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 366874 results
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Decision Reference DRN-5356386
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5356386 The complaint Mrs F’s complaint is that Vanquis Bank Limited acted irresponsibly when it provided her with a credit card on 18 May 2019. To settle the complaint Mrs F would like Vanquis to refund all interest fees and charges on the account, plus 8% interest, and pay compens... (3 pages)View decision -
Decision Reference DRN-5431388
27 Mar 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5431388 The complaint Mr J has complained about Hastings Insurance Services Limited giving him incorrect information when he contacted them after his vehicle had broken down. What happened Mr J has a car insurance policy arranged and administered by Hastings Insurance Services. When... (3 pages)View decision -
Decision Reference DRN-5385663
27 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5385663 The complaint Mr I is unhappy with Unum Limited’s decision to decline his claim. What happened Mr I had income protection with Unum. He became unwell, suffering with symptoms of stress in February 2023 and was unable to work as a result. Mr I said he’d worked for his employe... (3 pages)View decision -
Decision Reference DRN-5431402
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5431402 The complaint Mr S complains HSBC UK Bank Plc caused him distress and inconvenience when he tried to close a savings account. What happened Mr S had four accounts with HSBC, including a current account and two savings accounts, at the time of this complaint. Mr S says he con... (2 pages)View decision -
Decision Reference DRN-4937002
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937002 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Several years ago, Mr K saw some information online about trading. He entered his contact details on a website to register his interest and then rece... (11 pages)View decision -
Decision Reference DRN-5385857
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5385857 The complaint Mrs K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5003264
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5003264 The complaint Miss B complains that Wise Payments Limited, trading as Wise, won’t refund the money she lost when she was the victim of a scam. What happened In March 2023, Miss B received a text message from someone who said they worked for a travel agent and had a potentia... (3 pages)View decision -
Decision Reference DRN-5388356
27 Mar 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5388356 Complaint Mr W complains that Mercedes-Benz Financial Services UK Limited (Mercedes Benz Financial Services “MBFS”) unfairly entered into a hire-purchase agreement with him. He’s said that proportionate checks would have shown that the finance was unaffordable for him and th... (5 pages)View decision -
Decision Reference DRN-4956144
27 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4956144 The complaint Mr T complains about a used car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera (‘Alphera’). Mr T says that the vehicle was mis-sold. He says he was not told that a missing service in the cars service h... (4 pages)View decision -
Decision Reference DRN-5302613
26 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5302613 The complaint Mr S has complained that Starling Bank Limited (“Starling”) failed to provide him with a copy of a letter when he asked for one to be sent to him. Mr S says that the staff members who dealt with his request were rude. What happened Mr S contacted Starling to as... (2 pages)View decision
