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 380824 results
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Decision Reference DRN-5798634
4 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5798634 The complaint Miss N complains that Loans 2 Go Limited acted irresponsibly as the loans she took out were unaffordable. What happened Loan 1 Miss N took out a loan with Loans 2 Go for £1,000 on 1 November 2022. The total amount to be repaid was £3,700.08 through 18 instalme... (6 pages)View decision -
Decision Reference DRN-5659773
4 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5659773 The complaint Mr N complains American Express Services Europe Limited (“Amex”), has acted unfairly by not refunding a payment he made using his credit card. What happened In November 2024, Mr N purchased shower panels and trim from a company I’ll refer to as E. He paid £186... (4 pages)View decision -
Decision Reference DRN-5560074
4 Sep 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5560074 The complaint Mr and Mrs L complain that OneSavings Bank Plc trading as Kent Reliance unfairly declined their mortgage application. What happened In February 2024, Mr and Mrs L applied for a mortgage with Kent Reliance through a mortgage broker. But Kent Reliance declined th... (3 pages)View decision -
Decision Reference DRN-5786177
4 Sep 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5786177 The complaint Miss O is unhappy that Legal and General Assurance Society Limited haven’t paid claims she made on her employer’s group income protection scheme. What happened Miss O became absent from work in 2022 and claimed on her employer’s income protection policy. The cl... (2 pages)View decision -
Decision Reference DRN-5465250
4 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465250 The complaint Mrs N complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-5659557
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5659557 The complaint Mr S and Mrs Y complain that Aviva Insurance Limited mis-sold them a home insurance policy. Mr S and Mrs Y are joint policyholders, but most of the communication regarding the claim and complaint has been from Mrs Y. So, I’ll refer mainly to her in my decision.... (3 pages)View decision -
Decision Reference DRN-5618500
4 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5618500 The complaint Mr G complains that 1st Central Underwriting Limited offered him an unfair settlement following a claim on his motor insurance. What happened Mr G had a 1st Central motor insurance policy. In February 2025, his car was hit by a third party. The third party’s in... (3 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-5305565
4 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5305565 The complaint Mr M complains about the service received from Ascot Lloyd Limited trading as Ascot Lloyd in relation to his pension. Mr M says Ascot Lloyd failed to provide the ongoing advice he was paying for and made changes to the level of service he was due to receive wit... (6 pages)View decision -
Decision Reference DRN-5223426
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5223426 The complaint Mr C complains that Revolut Ltd (“Revolut”) won’t reimburse losses he incurred as the result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (4 pages)View decision
