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 369228 results
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Decision Reference DRN-5065704
25 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065704 The complaint Mr and Mrs S complain that Bank of Scotland plc, trading as Halifax, won’t reimburse them money they lost to an investment fraud. As the investment was arranged primarily by Mr S I have, for ease, referred to him throughout my decision. What happened As the cir... (3 pages)View decision -
Decision Reference DRN-5625691
25 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5625691 The complaint Mr B complains about the quality of a car he acquired under a finance agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN-5359786
25 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359786 The complaint Mr A is unhappy Stellantis have been incorrectly recording missed payments on his credit file. What happened The circumstances surrounding this complaint are familiar to both sides. What’s more, there does not appear to be any disagreement about the facts of t... (3 pages)View decision -
Decision Reference DRN-5332822
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5332822 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. ... (3 pages)View decision -
Decision Reference DRN-5302433
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302433 The complaint Mr L, on behalf of Mr W, complains that Santander restricted access to Mr W’s account following the registration of a Court of Protection Order. What happened Mr L complains on behalf of Mr W in his capacity as Mr W’s deputy, as appointed by the Court of Prote... (3 pages)View decision -
Decision Reference DRN-5335565
25 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5335565 The complaint Mrs J complains about the actions of Mitsubishi HC Capital UK Plc trading as Novuna (Novuna) in relation to a loan taken out in her name that was linked to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5647442
25 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5647442 The complaint Mr and Mrs C are unhappy with the delays they experienced when Covea Insurance plc (“Covea”) was putting right the damage they experienced following a devastating water leak in their home. Covea were providing a home insurance policy. What happened Mr and Mrs C... (3 pages)View decision -
Decision Reference DRN-5332831
25 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5332831 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5630581
25 Jun 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5630581 The complaint Mr G’s complaint is about the handling of a claim under his “shop insurance” policy provided by Accelerant Insurance Europe SA/NV UK Branch. Accelerant is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the loss... (9 pages)View decision -
Decision Reference DRN-5646526
25 Jun 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5646526 The complaint Mrs M complains that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (NF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set o... (5 pages)View decision
