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 369227 results
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Decision Reference DRN-5477389
11 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5477389 The complaint Mr L has complained that Society of Lloyd's has declined a claim made under his motor insurance policy. Mr L’s policy was underwritten by certain underwriters at Lloyds – but for simplicity here I will just refer to “Lloyds”. What happened The background t... (3 pages)View decision -
Decision Reference DRN-5472919
11 Apr 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5472919 The complaint Mrs D complains that Metro Bank PLC trading as RateSetter (“RateSetter”) lent to her in an irresponsible manner. What happened Mrs D was given a loan by RateSetter in February 2022. Mrs D borrowed £5,000 that she agreed to repay in 60 monthly instalments of £98... (3 pages)View decision -
Decision Reference DRN-5107686
11 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5107686 The complaint Mrs M is unhappy Starling Bank Limited (‘Starling’) hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. What happened The details of this case are well-known to both parties, so I don’t need to rep... (4 pages)View decision -
Decision Reference DRN-4939619
11 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4939619 The complaint Mrs E complains about Bank of Scotland plc trading as Halifax. She says that Halifax didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Mrs E received a phone ... (3 pages)View decision -
Decision Reference DRN-5470603
11 Apr 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5470603 The complaint G, a limited company, complains that Aviva Life & Pensions UK Limited delayed following its investment instructions. G says it was shocked to learn that it had uninvested cash available which it felt it had given instructions for. The complaint is being br... (11 pages)View decision -
Decision Reference DRN-5434947
11 Apr 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5434947 The complaint Mr P complains that Loans 2 Go Limited trading as Loans 2 Go was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with interest and any adverse information removed from his credit file. Mr P is represented by a t... (4 pages)View decision -
Decision Reference DRN-5215222
11 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5215222 The complaint Mr W complains Revolut Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened In May 2024, Mr W bought clothes from an online retailer paying with his Revolut debit card. Mr W says he didn’t receive the clothes, so co... (2 pages)View decision -
Decision Reference DRN-5388225
11 Apr 2025 Bamboo Limited UpheldConsumer CreditDRN-5388225 The complaint Miss P complains through a representative that Bamboo Limited trading as Bamboo Loans (“Bamboo”) gave her loans which were unaffordable for her. What happened A summary of Miss P’s borrowing can be found below. loan number loan amount agreement date repayment date... (5 pages)View decision -
Decision Reference DRN-5297413
11 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5297413 The complaint Ms M complains through a representative that Volkswagen Financial Services (UK) Limited (“VW”) approved a finance agreement for her without carrying out sufficient affordability checks. What happened This complaint solely deals with the hire purchase style agr... (4 pages)View decision -
Decision Reference DRN-5467090
11 Apr 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5467090 The complaint Miss G complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined a claim she made on a home insurance policy. What happened Miss G held a home insurance policy with Accredited. She made a claim after noticing a wooden beam was damaged, and... (4 pages)View decision
