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 381082 results
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Decision Reference DRN-5392119
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5392119 The complaint Mr V complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr V is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (10 pages)View decision -
Decision Reference DRN-5712332
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712332 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) unfairly declined to cover his claim For the theft of money, watches, and jewellery from his car, under his home contents insurance policy. Mr J is represented by Ms M. But I’ll refer to Mr J in my decisio... (5 pages)View decision -
Decision Reference DRN-5631355
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5631355 The complaint Miss C complains about a charge for excess mileage by Mitsubishi HC Capital UK PLC ,trading as Novuna Vehicle Solutions, (Novuna). She would like the charge waived and debt collection activities ceased.. What happened The details of this complaint are well kno... (2 pages)View decision -
Decision Reference DRN-5673258
24 Jul 2025 Western Provident Association Limited Not upheldInsuranceDRN-5673258 The complaint Mrs D is unhappy that Western Provident Association Limited (WPA) declined her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. M... (5 pages)View decision -
Decision Reference DRN-5712529
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5712529 The complaint Mrs M complains that Revolut Ltd won’t refund payments she made as part of a scam. What happened Mrs M was the victim of an investment scam. This involved the following payments from her newly opened Revolut account, which was topped up with money from her Nati... (4 pages)View decision -
Decision Reference DRN-5705683
24 Jul 2025 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-5705683 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd caused delays in the transfer of his ISA to a new provider. He wants Virgin Money to pay him the interest he says he’s lost, plus compensation for the time he spent on the telephone trying to resolve the ... (3 pages)View decision -
Decision Reference DRN-5668129
24 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5668129 The complaint Mr J is unhappy that a van supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In November 2023, Mr J was supplied with a used commercial vehicle, a van, through a conditional sale agre... (3 pages)View decision -
Decision Reference DRN-5712431
24 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5712431 The complaint Mrs W complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs W was approved for a NewDay branded credit card in January 2020 (which I will refer to as A in this decision). A was approved with a £900 credit limit. I have detailed the credit ... (5 pages)View decision -
Decision Reference DRN-5387817
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5387817 The complaint Mr O complains that Revolut Ltd hasn’t refunded unauthorised payments made on his account to an investment scam. What happened In March 2024, Mr O says he was contacted about an investment opportunity that he later realised was a scam. He granted the caller acc... (2 pages)View decision -
Decision Reference DRN-5707717
24 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5707717 The complaint Mr A complains that a car supplied to him under a hire agreement with Volkswagen Financial Services (UK) trading as Audi Financial Services (VWFS) was of unsatisfactory quality. When I refer to what Mr A or VWFS have said or done, it should also be taken to in... (6 pages)View decision
