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-5429048
26 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5429048 The complaint Mrs C complains about a car she financed with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened I am resolving complaints with minimum formality, and as the parties are familiar with the background I will only cover it briefly. Mrs C financed ... (6 pages)View decision -
Decision Reference DRN-5363027
26 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5363027 The complaint Mr W complains that Lendable Ltd incorrectly calculated his disposable income based on his income and expenditure form causing him distress and inconvenience. He wants to be compensated for this and to be allowed a longer period for his payment plan. What happe... (3 pages)View decision -
Decision Reference DRN-5361881
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5361881 The complaint Miss C is unhappy with the blocks Santander UK Plc placed on her accounts and its subsequent decision to close them. What happened Miss C had three accounts with Santander. From 3 – 30 March 2022 Santander blocked her accounts in error. It appears the error wa... (6 pages)View decision -
Decision Reference DRN-4813489
26 Mar 2025 Kennett Insurance Brokers Limited UpheldInsuranceDRN-4813489 The complaint Mr D and Mrs D are unhappy with the details Kennett Insurance Brokers Limited (Kennett) provided to an insurer when taking out a new buildings insurance policy. What happened Mr D and Mrs D had used Kennett to place their buildings insurance policies for more ... (2 pages)View decision -
Decision Reference DRN-4633267
26 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4633267 The complaint A partnership, which I’ll refer to as C, complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of its motor insurance claim. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (4 pages)View decision -
Decision Reference DRN-5372231
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5372231 The complaint Mr Y complains that Vanquis Bank Limited (Vanquis) shouldn’t have agreed to a credit card and subsequent credit limit increase as they were unaffordable. In bringing his complaint Mr Y is represented by a third party. For ease of reading I will only refer to Mr... (3 pages)View decision -
Decision Reference DRN-5278531
26 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5278531 The complaint Mrs B says Revolut Ltd didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened Mrs B was contacted out of the blue on social media by someone who claimed to specialise in cryptocurrency investing. Mrs B made payme... (9 pages)View decision -
Decision Reference DRN-5426194
26 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5426194 The complaint Mr M complains that his Barclays Bank UK PLC PIN sentry device didn’t work to authorise payments he tried to make. Mr M also complains about the service provided in branch when he visited to discuss the issue. What happened The background to this complaint and... (6 pages)View decision -
Decision Reference DRN-5429327
26 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5429327 The complaint Mr S complains that a new caravan supplied to him under a hire purchase agreement (“HP”) he entered into with Black Horse Limited (“BHL”), wasn’t of satisfactory quality. What happened Mr S acquired anew caravan in March 2023 under a HP agreement with BHL. The ... (6 pages)View decision -
Decision Reference DRN-5294255
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294255 The complaint Mr D complains that Revolut Ltd did not reimburse a series of payments he says he lost to a scam. What happened Mr D found an investment opportunity via social media, for a company I will refer to as TFX. TFX claimed to deal with FOREX trading and Mr D expected... (3 pages)View decision
