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 375868 results
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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 -
Decision Reference DRN-5800863
8 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5800863 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (3 pages)View decision -
Decision Reference DRN-5612418
8 Sep 2025 Lendable Ltd UpheldConsumer CreditDRN-5612418 The complaint Mr B says Lendable Ltd irresponsibly lent to him. What happened Mr B took out two loans from Lendable. The first, in July 2021, was for £5,225 (including the loan fee) over 18 months. The monthly repayments were £327.21. Mr B settled this loan early in November... (4 pages)View decision -
Decision Reference DRN-5682880
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682880 The complaint Mr Y is unhappy that Aviva Insurance Limited (“Aviva”) unfairly cancelled his home insurance policy mid-term. What happened Mr Y said he bought his insurance policy via a comparison website and as part of the application, he declared ongoing construction works ... (3 pages)View decision
