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 385994 results
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Decision Reference DRN-5979474
28 Nov 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5979474 The complaint Ms M complains that Pepper (UK) Limited trading as Engage Credit has not treated her fairly when she was unable to afford the payments to her mortgage. What happened Ms M and her now ex-husband took out a mortgage with another lender which has been sold to Enga... (3 pages)View decision -
Decision Reference DRN-5976773
28 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5976773 The complaint Mrs H says Everyday Lending Limited, trading as Evlo, irresponsibly lent to her. What happened Mrs H took out a loan for £12,500 over 60 months in November 2023. The monthly repayments were £443.89 and the total repayable was £26,633.40. She says the loan was n... (4 pages)View decision -
Decision Reference DRN-5866563
28 Nov 2025 Brown Shipley & Co Limited Not upheldBanking and PaymentsDRN-5866563 The complaint Mr T complains that Brown Shipley & Co Limited won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submis... (2 pages)View decision -
Decision Reference DRN-5912755
28 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5912755 The complaint Mr S has complained about the quality of repairs carried out by his motor insurer, Admiral Insurance (Gibraltar) Limited, after his car was damaged in an accident. What happened In April 2025, whilst driving, Mr S was involved in an accident when he collided w... (3 pages)View decision -
Decision Reference DRN-5882649
28 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5882649 The complaint Mrs E has complained that a transfer she made from her e-money account with Skrill Limited, wasn’t received into her bank account, and Skrill was unable to recall it due to its delays. What happened Mrs E has an e-money account with Skrill, and she instructed i... (2 pages)View decision -
Decision Reference DRN-5635224
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5635224 The complaint C, a limited company, complains Barclays Bank UK PLC hasn’t reimbursed it after it was the victim of a scam. What happened C has told our service: • On 27 February 2023 it received an email from someone it thought was one of its regular suppliers advising tha... (3 pages)View decision -
Decision Reference DRN-5848143
28 Nov 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5848143 The complaint Mr H complains that Astrenska Insurance Limited, has unfairly declined his claim for a smart watch. Any reference to Astrenska also includes its agents. What happened Mr H has an insurance policy which covers the loss of or accidental damage to his personal p... (3 pages)View decision -
Decision Reference DRN-4975869
28 Nov 2025 ReAssure Limited UpheldInsuranceDRN-4975869 The complaint Mrs S complains about the increases in premium which ReAssure Limited has required to date and has told her will require in future. What happened Mrs S initially took out the policy with Crown Life Assurance Company Limited in 1984. The policy provided an initi... (4 pages)View decision -
Decision Reference DRN-5860807
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5860807 The complaint Mr M complains that Revolut Ltd failed to pursue a number of chargebacks. What happened On 27 May 2025, Mr M paid $160.95 to a merchant to purchase a pre-paid card worth $150 that could be used with a third-party, an online company I will call R which allows i... (2 pages)View decision -
Decision Reference DRN-5637635
28 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5637635 The complaint Mr O is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won't reimburse him the money he sent to a third-party seller for a motorbike which is now says was a scam. What happened I’m not going to cover all the points raised in detail. But ... (3 pages)View decision
