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-5611568
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5611568 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5242011
9 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5242011 The complaint Mr B complains about the way early termination fee information is explained, in relation to a car that was supplied through a hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened In June 2024, ... (3 pages)View decision -
Decision Reference DRN-5610697
9 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5610697 The complaint Mrs B has complained about the way Creation Consumer Finance Limited dealt with a claim for money back in relation to furniture she’d bought using a fixed sum loan agreement with it. What happened The circumstances of the complaint are well known to the partie... (5 pages)View decision -
Decision Reference DRN-5096332
9 Jun 2025 Killik & Co LLP UpheldInvestmentsDRN-5096332 The complaint Mr G complains that Killik & Co LLP took longer than they should have to change the dividend payments dates on two shareholdings held in his stockbroking account. What happened When company C paid a dividend in May 2024, it was allocated to Mr G’s account f... (2 pages)View decision -
Decision Reference DRN-4712711
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4712711 The complaint Mrs S complains that Revolut Ltd has declined to reimburse a payment that was made as part of a scam. What happened The facts are well known to both parties, so I’ll summarise them briefly. In September 2023, Mrs S received a call from a scammer impersonating h... (3 pages)View decision -
Decision Reference DRN-5493980
9 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5493980 The complaint Mr B complains about the quality of repairs that were carried out on his vehicle after he made a claim under his taxi insurance policy with Haven Insurance Company Limited. Haven is the underwriter of this policy i.e. the insurer. Part of this complaint concern... (3 pages)View decision -
Decision Reference DRN-5562069
9 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5562069 The complaint Ms S complains about the quality of a car she acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBL). When I refer to what Ms S and CBL said or did, it should also be taken to include things said o... (6 pages)View decision -
Decision Reference DRN-5520926
9 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5520926 The complaint Mr C is unhappy with what AmTrust Specialty Limited did after he made a claim on his legal expenses insurance policy (relating to a new car). What happened In September 2023 Mr C contacted Amtrust as he’d bought a new vehicle which had defects. He wanted assist... (3 pages)View decision -
Decision Reference DRN-5597311
9 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5597311 The complaint Mr H complains about First Central Underwriting Limited (First Central) cancelling his motor insurance policy. Any reference to First Central in this decision includes their agents. What happened In May 2024 Mr H took out a motor insurance policy with First C... (5 pages)View decision -
Decision Reference DRN-5197940
9 Jun 2025 Evelyn Partners Investment Management Services Limited UpheldInvestmentsDRN-5197940 The complaint Mr O and Mrs O complain that Evelyn Partners Investment Management Services Limited (‘Evelyn’) transferred shares out of their ISAs without giving them the opportunity to replace the ISA funds. What happened Mr O and Mrs O had stocks and shares ISAs with Evelyn... (7 pages)View decision
