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 392389 results
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Decision Reference DRN-5892939
3 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5892939 The complaint Mr F complains that PayPal UK Ltd has unfairly reported negative information to the credit reference agencies (“CRA’s”) in relation to a credit account he has with it. What happened Mr F has a credit account with PayPal. He had a payment due on 19 June 2023, h... (2 pages)View decision -
Decision Reference DRN-5794898
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5794898 The complaint Mrs Y complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as a result of a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mrs Y says that, on 7 August 2024, she was called by someon... (4 pages)View decision -
Decision Reference DRN-6123431
3 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6123431 The complaint Mr N and Ms P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t allow them to take a new interest rate product on part of their mortgage. It said the outstanding mortgage balance was too low so they weren’t eligible for a new rate. What h... (3 pages)View decision -
Decision Reference DRN-6106081
3 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6106081 The complaint Mr W complains that Santander UK Plc sent certain notices to him by post although his account preferences are set to paperless. What happened During the period January to April 2025, Mr W received a number of notices from Santander relating to unpaid direct deb... (2 pages)View decision -
Decision Reference DRN-6117173
3 Feb 2026 Great Lakes Insurance SE Not upheldInsuranceDRN-6117173 The complaint Mrs B complains Great Lakes Insurance SE (Great Lakes) has declined to cover additional accommodation expenses she incurred under her travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summa... (4 pages)View decision -
Decision Reference DRN-6092826
3 Feb 2026 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-6092826 The complaint Mr K has complained that a car he acquired using finance from MI Vehicle Finance Limited (‘MIVF’) had previously been sold through a salvage auction, and this hadn’t been disclosed to him. What happened Mr K entered into a finance agreement with MIVF for a used... (2 pages)View decision -
Decision Reference DRN-5195471
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5195471 The complaint Mr and Mrs T’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)... (10 pages)View decision -
Decision Reference DRN-6053319
3 Feb 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6053319 The complaint Mr W complains that Scottish Equitable Plc (trading as Aegon) incorrectly calculated the income tax that was due on pension income it paid to him in April and May 2025. What happened Mr W holds pension savings with Aegon across five different income access acco... (3 pages)View decision -
Decision Reference DRN-6053163
3 Feb 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6053163 The complaint Mr B complains that Hutchison 3G UK Limited trading as Three (“Three”) has unfairly recorded missed payments to the credit reference agencies (“CRA’s”) in relation to a fixed sum loan account he has with it. What happened Mr B says that in early 2025, Three ch... (2 pages)View decision -
Decision Reference DRN-6121148
3 Feb 2026 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-6121148 The complaint Mr S complains about the way Financial & Legal Insurance Company Ltd (F&L) handled the claim he made under his home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (3 pages)View decision