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 384133 results
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Decision Reference DRN-5715063
2 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5715063 The complaint Mr C complains that Lowell Portfolio I Ltd (Lowell) failed to update their system correctly with his address causing him problems when going through the automated identification verification (IVR) process. What happened Mr C let Lowell know his address had chan... (2 pages)View decision -
Decision Reference DRN-5990485
2 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5990485 The complaint Mr B’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 him under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2) deciding... (13 pages)View decision -
Decision Reference DRN-5952089
2 Dec 2025 Skrill Limited UpheldBanking and PaymentsDRN-5952089 The complaint Mr G says Skrill Limited (“Skrill”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr G says someone hacked into his account and withdrew all his cryptocurrency. He says he realised after his email was hacked an... (2 pages)View decision -
Decision Reference DRN-5990934
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5990934 Complaint Miss B complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In July... (6 pages)View decision -
Decision Reference DRN-5194133
2 Dec 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5194133 The complaint Ms W complained that Equiniti Financial Services Limited (EFSL) paid £12.04 share dividends to her ex-husband (Mr W) when she should have been the owner of the shares and entitled to the dividends. And it ought to have done more to transfer Mr W’s shares to her... (4 pages)View decision -
Decision Reference DRN-5817831
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5817831 The complaint Miss H complains about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) handled a claim for damage to her adapted vehicle following an accident. UKI is the underwriter of this policy so any reference to UKI includes the actions of any third ... (3 pages)View decision -
Decision Reference DRN-5986366
2 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5986366 The complaint Mr and Mrs B complain about the way AXA Insurance UK Plc (“AXA”) dealt with a claim for subsidence damage under their commercial landlord insurance policy. For the avoidance of doubt, any reference to AXA includes their agents. What happened The background of... (5 pages)View decision -
Decision Reference DRN-5831565
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5831565 The complaint Mr C complains that Moneybarn No.1 Limited (Moneybarn) lent to him irresponsibly. What happened Mr C took out a motor finance agreement for £12,440 over 60 months with Moneybarn, in May 2016. The monthly repayments were £398.43, and Mr C settled the agreement ... (4 pages)View decision -
Decision Reference DRN-5625907
2 Dec 2025 Investengine (UK) Limited Not upheldInvestmentsDRN-5625907 The complaint Mr K complains about the administration of an Individual Savings Account (ISA) transfer by Investengine (UK) Limited (Investengine). He complains that having offered a bonus for ISA transfers, Investengine changed the terms of its offer by limiting the time he ... (7 pages)View decision -
Decision Reference DRN-5990430
2 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5990430 The complaint Mr W complains about how Capital One (Europe) plc has communicated with him about some transactions relating to his credit card account. What happened • On 13 April 2024, Mr W says he received ten notifications from Capital One. After he received this, he adde... (4 pages)View decision
