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 381194 results
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Decision Reference DRN-5908629
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5908629 The complaint Mrs C complains that Revolut Ltd won’t refund £2,924.17 she lost when she was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s s... (3 pages)View decision -
Decision Reference DRN-5924979
4 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5924979 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (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 1974 (as amended) (the ‘CCA’) and (2)... (21 pages)View decision -
Decision Reference DRN-5923540
4 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5923540 The complaint Mr I complains that Loans 2 Go Limited lent to him irresponsibly. What happened Mr I took a loan with Loans 2 Go on the following terms: Date Amount Term Monthly repayment Total Payable 4 April 2023 £1,00018 months £205.56 £3,700.08 On 27 January 2025, Mr I c... (4 pages)View decision -
Decision Reference DRN-5911247
4 Nov 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5911247 The complaint Mr C and Ms T are unhappy that Red Sands Insurance Company (Europe) Limited (RSI) partially settled a claim they made on their travel insurance policy. What happened Mr C and Ms T claimed on their travel insurance policy when Ms T became unwell whilst abroad. R... (3 pages)View decision -
Decision Reference DRN-5808060
4 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5808060 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In August 2024, Miss H was supplied with a used car through a hire purchase agreement with MotoNovo. She ... (3 pages)View decision -
Decision Reference DRN-5766871
4 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5766871 The complaint Miss B complains that NewDay Ltd lent to her irresponsibly and increased the interest rate on her account unfairly. What happened On 16 September 2021, Miss B applied for and received a credit card with NewDay. She was given an initial credit limit of £1,200 wh... (6 pages)View decision -
Decision Reference DRN-5917829
4 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5917829 The complaint Mr S complains Ageas Insurance Limited trading as ageas hasn’t handled a claim against his motor insurance policy fairly. References to ageas include the actions of its agents. What happened The details of this complaint are well-known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-5761167
4 Nov 2025 RAC Insurance Limited Not upheldInsuranceDRN-5761167 The complaint Ms B complains RAC Insurance Limited (RAC) provided a poor level of service when she made a claim on her roadside assistance policy whilst travelling in Europe. RAC are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actio... (3 pages)View decision -
Decision Reference DRN-5923432
4 Nov 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5923432 The complaint Mr D complained that UK Mortgage Lending Ltd trading as Pepper Money (“Pepper”) told him his ERC would reduce in a few months’ time. He delayed redeeming the mortgage, but then found there was no reduction, so he could have avoided some monthly payments. What h... (3 pages)View decision -
Decision Reference DRN-5861439
4 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5861439 The complaint Mr R complains that INTACT INSURANCE UK LIMITED has unfairly declined a claim under his legal expenses insurance (“LEI”) policy. Where I refer to Intact, this includes the actions of its agents and claims handlers for which it takes responsibility. What happe... (3 pages)View decision
