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 381082 results
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Decision Reference DRN-5802809
8 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5802809 The complaint Miss V complains that Zopa Bank Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In December 2024, Miss V acquired a used car with a hire purchase agreement from Zopa. The car was around 8 years ... (5 pages)View decision -
Decision Reference DRN-5803344
8 Sep 2025 Attivo Financial Limited UpheldPensions and AnnuitiesDRN-5803344 The complaint Mrs G has complained about the advice she received from Attivo Financial Limited (‘Attivo’) in relation to her self-invested personal pension (‘SIPP’) and its failure to provide her with ongoing financial advice thereafter. What happened Mrs G held a SIPP with ... (11 pages)View decision -
Decision Reference DRN-5579016
8 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5579016 The complaint Mr S and Mr S complain that Bank of Scotland plc trading as Halifax has reduced their monthly mortgage payment, in response to overpayments. They wanted their monthly payments to remain the same throughout the fixed interest rate deal they’re on. What happened ... (3 pages)View decision -
Decision Reference DRN-5726803
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5726803 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) hasn’t provided him with compensation he says he is due in relation to a purchase he made with his credit card. What happened Mr G booked a flight using his AESEL credit card. The cost of t... (6 pages)View decision -
Decision Reference DRN-5775842
8 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5775842 The complaint Miss A and Mrs R complained about how Aviva Insurance Limited dealt with their travel insurance claim. My references to Aviva include its agents. Mrs R has led on the claim and complaint so I’ll refer to Mrs R unless the facts require otherwise. What happened M... (3 pages)View decision -
Decision Reference DRN-5257912
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5257912 The complaint Mr M complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr M said he saw an online advert f... (5 pages)View decision -
Decision Reference DRN-5767698
8 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5767698 The complaint Mr A complained that Clydesdale Bank Plc trading as Virgin Money should pay more compensation than offered in connection with its admitted poor service after his online banking access was blocked. What happened Virgin Money blocked access to Mr A’s account in ... (6 pages)View decision -
Decision Reference DRN-5375531
8 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5375531 The complaint Mrs A complains Bank of Scotland plc, trading as Halifax, won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5792822
8 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792822 The complaint Mr F complains that Bank of Scotland plc will not re-open a dormant savings account in his name. The bank trades in this case under its Halifax brand. What happened Mr F has held a savings account with Halifax for many years. The bank’s records indicate that th... (3 pages)View decision -
Decision Reference DRN-5752463
8 Sep 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5752463 The complaint Mr E complains that Marshmallow Insurance Limited have provided poor quality repairs and poor service following his claim for a non-fault accident. What happened Mr E made a claim on his insurance when his car was hit by a third party. His car was sent to Marsh... (3 pages)View decision
