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
-
Decision Reference DRN-6018197
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018197 The complaint Mrs T and the estate of Mr 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) (th... (12 pages)View decision -
Decision Reference DRN-5780079
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5780079 The complaint Mr Y is complaining that Revolut Ltd hasn’t refunded payments made from his account when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr Y here. What happened The circumstances of th... (5 pages)View decision -
Decision Reference DRN-5880680
12 Dec 2025 Strata Financial Resourcing Ltd UpheldPensions and AnnuitiesDRN-5880680 The complaint Mr S has complained that Strata Financial Resourcing Ltd (“SFR”) didn’t carry out the ongoing reviews of his pension that he was paying for whilst it was his adviser during the years 2009 until 2024. What happened Mr S met with SFR in February 2009. At the tim... (6 pages)View decision -
Decision Reference DRN-6016237
12 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6016237 The complaint Miss M complains that a technical error forced her account with The Co-Operative Bank Plc (Co-op) into an unauthorised overdraft and the balance hasn’t been correctly restored. What happened Miss M’s account was impacted by a known incident, which caused incom... (3 pages)View decision -
Decision Reference DRN-5944874
12 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5944874 The complaint Mr B complains about the way AXA Insurance UK PLC handled a claim he made on his commercial insurance policy following a fire. Mr B has been represented in bringing the complaint, but for ease, I’ve referred to all comments and actions as being those of Mr B. W... (4 pages)View decision -
Decision Reference DRN-5851878
12 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5851878 The complaint Mr M complains The National Farmers' Union Mutual Insurance Society Limited have declined a claim he made on a horse and rider insurance policy. What happened Mr M sadly had to put his horse to sleep and made a claim to NFU for the costs associated with th... (2 pages)View decision -
Decision Reference DRN-5961232
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5961232 The complaint Mr W complains Zopa Bank Limited won’t transfer money from another Zopa customer’s account into his own Zopa account. What happened Mr W provided a “Deed of Gift” to Zopa and asked it to move £5,000,000 held in another customer’s account into his account, in a... (2 pages)View decision -
Decision Reference DRN-5903182
12 Dec 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5903182 The complaint Mr K complains about the quality of a vehicle that was supplied through a motor finance agreement with MI Vehicle Finance Limited (MVF). What happened In July 2024, Mr K acquired a caravan through a hire purchase agreement with MFL. The vehicle was around ten y... (3 pages)View decision -
Decision Reference DRN-5847540
12 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5847540 The complaint Mrs T has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (5 pages)View decision -
Decision Reference DRN-5904075
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5904075 The complaint Mr P has complained about the Reward Extras benefit that was offered on his current account he holds with Bank of Scotland plc trading as Halifax. He’s said Halifax withdrew the scheme without giving the notice that was required, and he’d lost out on £60 (12 mo... (3 pages)View decision