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-5155712
7 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5155712 The complaint Ms L complains about BMW Financial Services(GB) Limited (“BMWFS”) and how she believes they didn’t treat her fairly when she didn’t meet her final payment under a hire purchase agreement. Ms L also complains that a refinancing agreement wasn’t put in place. And... (4 pages)View decision -
Decision Reference DRN-5305350
7 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5305350 The complaint Mrs M complains about the way Lloyds Bank General Insurance Limited (Lloyds) handled the claim she made on her building insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Sept... (3 pages)View decision -
Decision Reference DRN-5243337
7 Mar 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5243337 The complaint T – a limited company – complains Accelerant Insurance Europe SA/NV UK Branch (Accelerant) unfairly declined a water damage claim under a hotel and guesthouse insurance policy. Reference to Accelerant includes its agents. What happened In summary, T held a leas... (3 pages)View decision -
Decision Reference DRN-5137287
7 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5137287 The complaint Mr H complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says was lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-5080000
7 Mar 2025 Scottish Widows Limited Not upheldInsuranceDRN-5080000 The complaint Mr W complains that Scottish Widows Limited can’t trace a Harvest Savings Plan he held a number of years ago. He believes he may be entitled to a significant pay-out. What happened Mr W got in touch with Scottish Widows in January 2024 to look into a Harvest Sa... (3 pages)View decision -
Decision Reference DRN-5360851
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5360851 The complaint Mr E is complaining that Revolut Ltd (Revolut) hasn’t agreed to reimburse him for funds he lost to a scam. Mr E has brought his complaint through a professional representative. But for ease I’ll mainly refer to Mr E in my provisional decision. What happened The... (13 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN-5238301
7 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5238301 The complaint Miss T complains that PayPal UK Ltd has allowed a transaction to be processed when she had insufficient funds. What happened Miss T was making a booking for accommodation for a company I’ll refer to as “A”. Miss T says she attempted to make the booking with A ... (3 pages)View decision -
Decision Reference DRN-5379238
7 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5379238 The complaint Mrs O is unhappy Revolut Ltd won’t reimburse money she lost to a scam. What happened In July 2023, Mrs O was looking for employment online and submitted several CVs to recruitment websites. She was contacted by someone claiming to represent an employment agen... (4 pages)View decision -
Decision Reference DRN-5313265
7 Mar 2025 Newcastle Building Society Not upheldMortgagesDRN-5313265 The complaint Mr and Ms M complain that Newcastle Building Society caused them unnecessary expense because it acted on an insufficient mortgage valuation. What happened Mr and Ms M applied to Newcastle for a mortgage in April 2024, via a mortgage broker. They wanted the mort... (3 pages)View decision
