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 387322 results
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Decision Reference DRN-5982574
30 Dec 2025 Prudential Pensions Limited Not upheldPensions and AnnuitiesDRN-5982574 The complaint Mr H complains that his premiums to his Prudential Free-Standing Additional Voluntary Contribution (FSAVC) pension plan stopped when he reached his normal retirement date, even though he had contacted Prudential to tell it he wanted them to continue. What happe... (4 pages)View decision -
Decision Reference DRN-5970505
30 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5970505 The complaint Ms C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5314637
30 Dec 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5314637 The complaint P, a company, complains that Prepay Technologies Ltd (‘Prepay’) won’t refund payments that happened as part of a scam. Mr L, a director of P, brings the complaint on P’s behalf. What happened The details of this complaint are well known to both parties, so I’ll... (3 pages)View decision -
Decision Reference DRN-4625221
30 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4625221 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) d... (8 pages)View decision -
Decision Reference DRN-5970489
30 Dec 2025 ACUMEN FINANCIAL ADVISERS LIMITED Not upheldInsuranceDRN-5970489 The complaint Mr F has complained that Acumen Financial Advisers Limited trading as Acumen Mortgages (‘Acumen’) mis-sold an income protection policy to him and didn’t provide him with clear information or support. What happened Mr F bought an income protection policy through... (2 pages)View decision -
Decision Reference DRN-5962926
30 Dec 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5962926 The complaint Mr B complains about the outstanding amount owed under a fixed sum loan agreement, taken out with Virgin Media Mobile Finance Limited. What happened In July 2022, Mr B took out a fixed sum loan agreement with Virgin to buy a brand new mobile telephone handset. ... (3 pages)View decision -
Decision Reference DRN-6026223
30 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-6026223 The complaint Miss S has complained about the way her motor insurer, Advantage Insurance Company Limited (‘Advantage’), dealt with a claim she made on her policy. What happened In October 2024, Miss S’s car was damaged while parked outside her house. She made a claim on her... (5 pages)View decision -
Decision Reference DRN-5947838
30 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5947838 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited failed to take into account new information he provided to it after it had cancelled his motor insurance policy. What happened Mr M’s car was stolen in 2023. Admiral declined the claim he made at the ti... (2 pages)View decision -
Decision Reference DRN-5951301
30 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5951301 The complaint Mr D’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (11 pages)View decision -
Decision Reference DRN-5785109
30 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5785109 The complaint Mr E complains that Bank of Scotland plc delayed a credit to his account leading to severe financial hardship. What happened Mr E receives monthly credits from an online organisation which I’ll refer to as G. These payments are in respect of earned income. Mr E... (2 pages)View decision