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 366763 results
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Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-5353027
23 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5353027 The complaint Mr C complains that Bank of Scotland Plc trading as Halifax lent irresponsibly to him when it agreed a £250 overdraft and subsequent limit increases. What happened In April 2019 Halifax agreed a £250 overdraft limit on Mr C’s current account. Halifax then went ... (4 pages)View decision -
Decision Reference DRN-5128553
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5128553 The complaint Mr S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the loss he suffered after he fell victim to two investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. Ho... (11 pages)View decision -
Decision Reference DRN-4901401
23 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4901401 The complaint Miss E complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Miss E is being represented by a third party. To keep things simple, I will refer to Miss E throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5578616
23 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5578616 The complaint Mr and Mrs G complain about the way AmTrust Specialty Limited has handled a claim under their legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (5 pages)View decision -
Decision Reference DRN-5003860
23 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5003860 The complaint Mr L complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5472916
23 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5472916 The complaint Mr W complains that Red Sands Insurance Company (Europe) Limited (RSI) unfairly declined cover for stolen items when he made a claim on a home insurance policy. What happened Mr W’s home was burgled and a number of his personal items were stolen. These included... (2 pages)View decision -
Decision Reference DRN-5513773
23 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5513773 The complaint Mr S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) hasn’t correctly updated his credit file after he withdrew from a credit agreement within the 14-day cooling off period. Mr S says the loan shouldn’t be on his credit... (4 pages)View decision -
Decision Reference DRN-5526422
23 May 2025 Carmoola Limited Not upheldConsumer CreditDRN-5526422 Complaint Mr G complains that Carmoola Limited (trading as “Carmoola”) unfairly entered into an unaffordable hire-purchase agreement with him. Background In September 2023, Carmoola provided Mr G with finance for a used car. The purchase price of the car was £13,995.00. Mr ... (3 pages)View decision -
Decision Reference DRN-5325927
22 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5325927 The complaint Miss S complains that a car that was supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss S under a hire purchase agreement with Stellantis F... (2 pages)View decision
