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-6006356
9 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6006356 The complaint Mr D complains that Specialist Motor Finance Limited (SMFL) failed to complete sufficient affordability checks prior to approving him for finance, resulting in him experiencing financial hardship. What happened In November 2023, Mr D acquired a car through a Hi... (6 pages)View decision -
Decision Reference DRN-5800976
9 Dec 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5800976 The complaint V, a company, complains about a claim it made on its Alwyn Insurance Company Limited (‘Alwyn’) landlord’s legal protection insurance policy, which was declined. V says Alwyn treated it unfairly. V’s complaint is brought by Mr S, but I shall refer to all submiss... (2 pages)View decision -
Decision Reference DRN-5792890
9 Dec 2025 TransferGo Ltd Not upheldBanking and PaymentsDRN-5792890 The complaint Mr B complains that Transfergo Ltd won’t refund him the money he lost in two investment scams. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them here. Instead, I’ve summarised what I consider t... (4 pages)View decision -
Decision Reference DRN-5962091
9 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5962091 The complaint Mrs L has complained to The Royal London Mutual Insurance Society Limited (Royal London) that she was treated differently to her husband when she began accessing her pension benefits. What happened The investigator who considered this matter set out the backgr... (3 pages)View decision -
Decision Reference DRN-6002975
9 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6002975 The complaint Mr B complains about the actions of Barclays Bank UK PLC (“Barclays”) when he wanted to open a child bank account. What happened In early 2025 Mr B wanted to open a child bank account with Barclays. He said he was unable to do that online as he couldn’t get a v... (3 pages)View decision -
Decision Reference DRN-5604346
9 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5604346 The complaint Mr D complains that Wise Payment Limited (Wise) failed to protect him from falling victim to a scam. Mr D also complains that Wise has declined to issue a full refund of his losses. What happened The background to this complaint is well known by the parties inv... (5 pages)View decision -
Decision Reference DRN-5958343
9 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5958343 The complaint Mrs K complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In February 2024, Mrs K acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly five y... (3 pages)View decision -
Decision Reference DRN-6005379
9 Dec 2025 AutoMoney Limited UpheldConsumer CreditDRN-6005379 The complaint Mr B is unhappy with the quality of a car financed using a hire purchase agreement from AutoMoney Limited trading as AutoMoney Motor Finance. What happened In April 2024 Mr B entered into a hire purchase agreement with Automoney for a used car. The car was arou... (3 pages)View decision -
Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-5591489
9 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5591489 The complaint Mr Q complains The Co-operative Bank PLC won’t refund transactions made from his account which he says he didn’t make or authorise. What happened Mr Q reported several transactions that had been made to a gambling website as fraudulent in February 2025. The C... (3 pages)View decision