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-5690795
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5690795 The complaint Mr and Mrs L‘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)... (19 pages)View decision -
Decision Reference DRN-5610609
21 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5610609 The complaint Mr M complains that credit card applications he’s made to Lloyds Bank PLC have been declined. What happened Mr M holds a current account with Lloyds. When he opened his current account he was told that he could open a credit card account after 30 days. Mr M has... (2 pages)View decision -
Decision Reference DRN-5535197
21 Jul 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5535197 The complaint Mr H complains about Astrenska Insurance Limited’s settlement of his travel insurance claim. My references to Astrenska include its claims handling agent. What happened Mr H had travel insurance at ‘Standard’ level with the optional winter sports cover. The in... (3 pages)View decision -
Decision Reference DRN-5003838
21 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003838 The complaint Mrs S has complained about Revolut Ltd not refunding several payments she says she made and lost to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mrs S says she... (4 pages)View decision -
Decision Reference DRN-5529115
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5529115 The complaint Mr and Mrs D complain about the decision of Aviva Insurance Limited (‘Aviva’) to not indemnify them for damp issues at their property under an existing buildings insurance claim. Some of Mr and Mrs D’s dissatisfaction arises from the actions of Aviva’s appointe... (3 pages)View decision -
Decision Reference DRN-5488924
21 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5488924 The complaint Mr B complains about the quality of a new vehicle that was supplied through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (NIIB). What happened In June 2021, Mr B acquired a brand-new vehicle through a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-5705953
21 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5705953 The complaint Mrs S is unhappy that Tesco Personal Finance PLC, trading as Tesco Bank, aren’t allowing her to close her saving bond early. What happened Mrs S has a Fixed Rate Saver (“FRS”) with Tesco, the terms of which include that no withdrawal or account closure is perm... (5 pages)View decision -
Decision Reference DRN-5688703
21 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5688703 The complaint Mr J has complained about the delays in setting up an NS&I savings account within his Self- Invested Personal Pension (‘SIPP’). Mr J has stated that had Westerby Trustee Services Limited trading as Westerby The Pension Specialist (‘Westerby’) acted appropri... (4 pages)View decision -
Decision Reference DRN-5700303
21 Jul 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5700303 The complaint Miss P complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly lent to her a number of loans. What happened Between May 2021 and March 2024 Miss P was provided with four loans from Updraft. The first loan was for £2,000 with a 36 month loan t... (3 pages)View decision -
Decision Reference DRN-5691577
21 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5691577 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened According to his driving licence, Mr R was born in 2005 and passed a driving test on about 20 July 2022 when he was 17 years old. Mr R wa... (4 pages)View decision