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 362196 results
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Decision Reference DRN-5071321
22 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5071321 The complaint Ms K complains Revolut Ltd won’t reimburse £1,000 that she lost on when she fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint. She didn’t think the payment looked suspicious such that Revolut ought to have made addit... (1 page)View decision -
Decision Reference DRN-4960083
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4960083 Complaint Miss W has complained about credit cards and credit limit increases which NewDay Ltd (“NewDay”) provided to her. She says the credit cards as well as the limit increases were irresponsibly provided. Background NewDay provided Miss W with a total of three credit ca... (6 pages)View decision -
Decision Reference DRN-5065442
22 Nov 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-5065442 The complaint Mr S complains that RCI Financial Services Limited (‘RCI’), trading as Nissan Finance, weren’t reasonable when responding to his concerns that a car he is financing through an agreement with them had been damaged when being transported for a repair they’d autho... (3 pages)View decision -
Decision Reference DRN-5161388
22 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5161388 The complaint Mr J has complained about the quality of a car provided on finance by Moneybarn No 1 Limited (Moneybarn). What happened Moneybarn supplied Mr J with a used car on a conditional sale agreement in March 2023. The cash price of the car was around £7,000 and it ha... (5 pages)View decision -
Decision Reference DRN-4858464
22 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4858464 The complaint Miss W complains that American Express Services Europe Limited hasn’t refunded her for work carried out on her car that wasn’t performed correctly. What happened In October 2021, Miss W paid a garage who I’ll call ‘K’ a total of £2,683.10 using her American Exp... (3 pages)View decision -
Decision Reference DRN-4697598
22 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4697598 The complaint Mr R complains that American Express Services Europe Limited (“American Express”) hasn’t refunded him the cost of a sofa that he purchased. What happened In August 2023, Mr R used his American Express credit card to purchase an ex-display sofa from a supplier I... (3 pages)View decision -
Decision Reference DRN-4967174
22 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4967174 The complaint Ms N complains that Aviva Insurance Limited has acted unfairly when handling a claim made on her motor insurance policy and she has lost out as a result. What happened A claim was made with Aviva on 9 August 2023. When the claim was first made, Aviva felt Ms N’... (4 pages)View decision -
Decision Reference DRN-5131664
22 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5131664 The complaint Miss G complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance was irresponsible in its lending to her. Miss G is represented by a third party but for ease of reference I have referred to Miss G throughout this complaint. What happened ... (3 pages)View decision -
Decision Reference DRN-5092957
22 Nov 2024 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5092957 The complaint Ms L complains that Honda Finance Europe Plc (Honda) didn’t sufficiently check she could sustain the repayments before they agreed to lend to her. In bringing her complaint Ms L is represented by a third party. For ease of reading I will only refer to Ms L in m... (3 pages)View decision -
Decision Reference DRN-5165546
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5165546 The complaint Miss D is complaining that Revolut Ltd haven’t refunded payments she made as part of an Authorised Push Payment (APP) scam. What happened On 1 April 2023, Miss D received a text message and a call, apparently from her credit card company, suggesting that her ac... (9 pages)View decision
