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-6031901
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6031901 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened From what Mr M has said, he committed a speeding offence on 4 January 2024. On about 16 March 2024, Mr M acquired a brand-new... (5 pages)View decision -
Decision Reference DRN-6052913
5 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6052913 The complaint Ms J is complaining that Starling Bank Limited hasn’t agreed to refund a payment that was made from her account after she fell victim to a scam. What happened On 17 September 2024 Ms J received a call from someone (the scammer) who said they were from the Finan... (4 pages)View decision -
Decision Reference DRN-5954734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5954734 The complaint Mr S complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision -
Decision Reference DRN-6002133
5 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6002133 The complaint Miss K complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss K applied for a Vanquis credit card in August 2019. In her application, Miss K gave an annual income of... (3 pages)View decision -
Decision Reference DRN-5989155
5 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5989155 The complaint Mr L has complained about the quality of a car provided on finance by Startline Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr L with a used car on a hire purchase a... (6 pages)View decision -
Decision Reference DRN-6054499
5 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6054499 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited has recorded an owed balance of £3,600 on his motor insurance policy following the recovery of his vehicle after a road traffic accident. Some actions were taken by Admiral’s agents during the history of... (4 pages)View decision -
Decision Reference DRN-5792709
5 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5792709 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr O says that in March 2025 he received a message from someone who claimed to be from a recruitment company who asked if he would... (2 pages)View decision -
Decision Reference DRN-5793141
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5793141 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund money he lost when he fell victim to a job scam. Mr W is being represented by a claims management company in this complaint. What happened The background to this complaint is well known to both parties, s... (4 pages)View decision -
Decision Reference DRN-5815338
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5815338 The complaint Mr and Mrs T complain about the decline of their home insurance claim by Lloyds Bank General Insurance Limited (‘Lloyds’) Some of Mr and Mrs T’s dissatisfaction relates to the actions of agents acting on behalf of Lloyds. As they have accepted responsibility fo... (3 pages)View decision -
Decision Reference DRN-5855703
5 Jan 2026 Erewash Credit Union Limited Not upheldConsumer CreditDRN-5855703 The complaint Mrs D complains Erewash Credit Union Limited (Erewash) acted irresponsibly by lending to her. What happened Mrs D took out the following fixed sum loans with Erewash: • Loan 1 - In August 2020, Mrs D borrowed £2,000 with the agreement requiring her to make 24 m... (4 pages)View decision