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 367928 results
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Decision Reference DRN-4426011
9 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4426011 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax won’t accept liability for her claim under connected lender liability provisions of the Consumer Credit Act 1974 (“CCA”). What happened With the help of a professional representative “F”, Mrs J sough... (2 pages)View decision -
Decision Reference DRN-5122367
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5122367 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. On 2 May 2024 Mrs C r... (3 pages)View decision -
Decision Reference DRN-5535764
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5535764 The complaint Mr Z is unhappy with Lloyds Bank PLC. Mr Z wanted to move his money to another account of his abroad. So, he arranged an international transfer from his Lloyds account. The money never reached the other account and ended up back in his Lloyds account. What hap... (2 pages)View decision -
Decision Reference DRN-5611205
9 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5611205 The complaint Mr F and Ms M complain Red Sands Insurance Company (Europe) Limited has unfairly declined a claim they made on a buildings insurance policy. What happened Mr F and Ms M live in a property which has a rock face behind it. In 2024 part of the rock slipped and cam... (8 pages)View decision -
Decision Reference DRN-5391855
9 Jun 2025 Sky UK Limited Not upheldConsumer CreditDRN-5391855 The complaint Mrs A complains about the outstanding balance owed under a fixed sum loan agreement she has with Sky UK Limited. What happened In October 2023, Mrs A took out a fixed sum loan agreement with Sky, to buy a brand new mobile telephone device. The cash price of the... (3 pages)View decision -
Decision Reference DRN-5598573
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5598573 The complaint Mrs F complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. What happened In November 2023, Mrs F received a call from someone purporting to be from Revolut. The caller told her transactions had been attempted on her e-money ... (4 pages)View decision -
Decision Reference DRN-5447123
9 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5447123 The complaint Mr B complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined his home insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it is accou... (3 pages)View decision -
Decision Reference DRN-5583988
9 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5583988 The complaint Mr D and Mrs D complain about the quality of repairs carried out by One Insurance Limited (‘One’) following a claim made on Mrs D’s car insurance policy. What happened In February 2024 Mrs D’s car suffered damage after being hit whilst parked. So, she contacte... (5 pages)View decision -
Decision Reference DRN-5589847
9 Jun 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5589847 The complaint Miss K, through a representative, complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) lent to her irresponsibly in October 2020 when she bought a car using its finance. What happened Miss K passed her driving test in October 2020 and a few days later ... (3 pages)View decision -
Decision Reference DRN-5356559
9 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5356559 The complaint Miss S complains about the quality of a car she acquired under a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). When I refer to what Miss S and SFS said or did, it should also be taken to include things said or done on their behal... (4 pages)View decision
