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 393318 results
-
Decision Reference DRN-5907441
28 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907441 The complaint Mr M complains about the poor service he received from Vanquis Bank Limited (VBL). What happened Between May and June of 2025, Mr M says several calls to VBL were disconnected and no callbacks were made. He also says VBL re-debited £250 on 15 May 2025, just hou... (2 pages)View decision -
Decision Reference DRN-5604435
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604435 The complaint Mrs and Mr M complain that Santander UK Plc (‘Santander’) declined to refund them after they said they lost £7,310 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wha... (6 pages)View decision -
Decision Reference DRN-5978190
28 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5978190 The complaint Mr W complains about the quality of a car he was financing through an agreement with MotoNovo Finance Limited (MotoNovo). 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 th... (3 pages)View decision -
Decision Reference DRN-5661362
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5661362 The complaint S, a limited company, complains that National Westminster Bank Plc won’t reimburse them for funds they lost to a scam. They’d like the funds returned to them along with interest. S has appointed representatives for this complaint, but for ease of reading I’ll o... (2 pages)View decision -
Decision Reference DRN-5806373
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5806373 The complaint Mr J says Aviva Insurance Limited wrongly declined to pay a claim he made on his motor insurance policy after his car was stolen. What happened Mr J made arrangements with a ‘meet and greet’ parking service at an airport under which he handed over his car for ... (2 pages)View decision -
Decision Reference DRN-5740383
28 Nov 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5740383 The complaint Mr L has complained about the quality of the windscreen repair Highway Insurance Company Limited carried out following a claim on his car insurance policy. What happened Mr L has a car insurance policy with Highway. He made a claim for his damaged windscreen an... (3 pages)View decision -
Decision Reference DRN-5790176
28 Nov 2025 FINLI (SCOTLAND) LIMITED UpheldPensions and AnnuitiesDRN-5790176 The complaint Mr D’s complaint about FINLI (Scotland) Limited (‘FINLI’) relates to the advice and services it provided from 2018 in connection with his pension. He says it missed / carried out infrequent ongoing advice reviews of his pension planning, there was a lack of foc... (9 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN-5909995
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5909995 The complaint Mr S has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. In summary: Mr S has said he replied to a social media advert promising... (4 pages)View decision -
Decision Reference DRN-5984822
28 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5984822 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd, trading as FIRST HOLIDAY FINANCE, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act... (12 pages)View decision