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 388057 results
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Decision Reference DRN-5695403
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5695403 The complaint Miss C complains Barclays Bank UK PLC (“Barclays”) declined to refund a payment taken from her account. She’s also unhappy about the service she received when reporting what had happened. Miss C wants Barclays to reimburse her the money that was taken from her ... (3 pages)View decision -
Decision Reference DRN-5936580
10 Dec 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5936580 The complaint Miss H, Mrs M, Mr M1 and Mr M2 complain Astrenska Insurance Limited (Astrenska) has declined the claim they made under their travel insurance policy. As Miss H has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The ... (5 pages)View decision -
Decision Reference DRN-5886485
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886485 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)... (6 pages)View decision -
Decision Reference DRN-5932967
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5932967 The complaint Ms B complains that Revolut Ltd (“Revolut”) won’t accept her non-UK issued driver’s license to verify her ID resulting in her not being able to open an account with it. Ms B believes Revolut are discriminating against her. What happened Ms B wished to open an a... (3 pages)View decision -
Decision Reference DRN-5775170
10 Dec 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5775170 The complaint Mrs M complains that Go Car Credit Limited irresponsibly provided her with an unaffordable hire purchase agreement. Mrs M’s complaint has been referred to our service by a professional representative, but for ease I’ve referred to all submissions as though the... (3 pages)View decision -
Decision Reference DRN-5860696
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5860696 The complaint Mrs W complains that Barclays Bank UK Plc won’t reimburse money she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs W was introduced to an inves... (3 pages)View decision -
Decision Reference DRN-6009873
10 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-6009873 The complaint Mr T complains on Mrs S’s behalf that Tesco Underwriting Limited (Tesco) unfairly cancelled her motor insurance policy and declined to settle her claim after her car was stolen. Reference to Mrs S or Mr T includes the other. Mr T is the named driver in this co... (5 pages)View decision -
Decision Reference DRN-5991416
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5991416 The complaint Mr K complains that Starling Bank Limited won’t refund money he lost when he was the victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so I’ll only ... (6 pages)View decision -
Decision Reference DRN-5926697
10 Dec 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5926697 The complaint Mr A is unhappy with the service provided by Alwyn Insurance Company Limited (Alwyn) when making a claim under his motorbike insurance policy. What happened Mr A’s motorbike was involved in an incident. Mr A says the third party insurer (TPI) contacted him sho... (3 pages)View decision -
Decision Reference DRN-5635719
10 Dec 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5635719 The complaint Loans 2 Go Limited provided Miss B with a £2,000 loan, with a 24-month term, in December 2021. It had a 320.0% APR, and the monthly repayments were £269.33. Miss B says the loan was provided irresponsibly. What happened The details of this complaint are well-k... (2 pages)View decision