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 387321 results
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Decision Reference DRN-6026878
19 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6026878 The complaint Mr and Mrs D’s complaint is, in essence, that First Holiday Finance Ltd (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... (9 pages)View decision -
Decision Reference DRN-5998553
19 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5998553 The complaint Mr and Mrs M complain about the calculation of the monthly repayment amount for their mortgage with Barclays Bank UK PLC. What happened Mr and Mrs M have a residential mortgage with Barclays. They completed a rate switch earlier in the year and received an off... (2 pages)View decision -
Decision Reference DRN-6038737
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6038737 The complaint Mr H complains that Revolut Ltd will not reimburse funds he lost as a result of several scams. Mr H is represented by a firm, for ease I have only referred to Mr H in my decision. What happened The details of this complaint are well known to both parties so I w... (3 pages)View decision -
Decision Reference DRN-5761097
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5761097 The complaint Mr Q complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr Q is being represented by a third party. To keep things simple, I will refer to Mr Q throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5827353
19 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5827353 The complaint H complains that Amazon Payments UK Limited (“APUK”) have unfairly deactivated its account and restricted access to its account balance. H is represented in bringing its complaint to us by its owner, Mr K. What happened H is a seller on Amazon. In late 2024, AP... (2 pages)View decision -
Decision Reference DRN-5983559
19 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5983559 The complaint Mrs M and Mr P have complained about Inter Partner Assistance SA’s handling of a travel insurance claim. Inter Partner Assistance SA underwrites the policy – all references to IPA include its agents. What happened The background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5966360
19 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5966360 The complaint Mr J’s complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy, which was declined. Mr J feels that ARAG treated him unfairly. In this decision all references to ARAG includes their claims... (2 pages)View decision -
Decision Reference DRN-4850635
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4850635 The complaint Mr N complains that Revolut Ltd has declined to reimburse a payment made as part of a scam. What happened Mr N received a call from a scammer purporting to be one of his banking providers. He now believes they obtained his details when he previously responded t... (3 pages)View decision -
Decision Reference DRN-6008670
19 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-6008670 The complaint Mr K complains that Wise Payments Limited will not reimburse funds he said he lost to an investment scam. Mr K is professionally represented, for ease I have only referred to Mr K in this decision. What happened In summary Mr K said he decided to invest in spor... (2 pages)View decision -
Decision Reference DRN-5941134
19 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5941134 The complaint Mr M complains that the car he acquired form Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) was mis sold to him. What happened Mr M entered into an agreement with VWFS in October 2022 to acquire a used car. It was around ... (3 pages)View decision