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-5760259
12 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5760259 The complaint Mrs S has complained that Assurant General Insurance Limited unfairly and unreasonably didn’t accept that she had not received her replacement phone when she made a claim under her mobile phone policy. References to Assurant include its courier partners. What... (2 pages)View decision -
Decision Reference DRN-5685047
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5685047 The complaint Mr S complains about Revolut Ltd. He would like Revolut to refund him after he fell victim to a scam. What happened In December 2024, Mr S received a message offering a remote job opportunity – the job involved rating hotels in order to attract custom. He wou... (3 pages)View decision -
Decision Reference DRN-6017163
12 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6017163 The complaint Mr C complains that NewDay lent to him irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Mr C applied – and was accepted for – a credit card i... (7 pages)View decision -
Decision Reference DRN-6011194
12 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-6011194 The complaint Mr H complains Starling Bank Limited treated him unfairly when it recorded a fraud marker at Cifas 1 and closed his account. He says he experienced a number of difficulties because of what happened. What happened I issued a provisional decision on this complain... (3 pages)View decision -
Decision Reference DRN-5970719
12 Dec 2025 Equifax Limited Not upheldConsumer CreditDRN-5970719 The complaint Mr H complains about how Equifax Limited handled a dispute he raised with it concerning information on his credit file What happened Mr H contacted Equifax after he received notification from a third-party company, I’ll refer to as S, that an account with a ban... (4 pages)View decision -
Decision Reference DRN-6001276
12 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-6001276 The complaint Mrs C complains that Aviva Life & Pensions UK Limited (Aviva) has lost her former workplace pension. While she believes she retains a pension with Aviva, the tracing it has carried out hasn’t revealed a pension with it. Mrs C is represented in her complaint... (4 pages)View decision -
Decision Reference DRN-5922213
12 Dec 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5922213 The complaint Mr S complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved her credit card application. What happened Mr S applied for a 118 118 Money credit card in August 2024. In his application, Mr S said he was earning £2,239 a... (2 pages)View decision -
Decision Reference DRN-5956814
12 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5956814 The complaint Mrs E complains about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) dealt with her claim for a refund. Mrs E has been represented throughout this complaint. Any references to Mrs E will include information and evidenc... (2 pages)View decision -
Decision Reference DRN-5540953
12 Dec 2025 ReAssure Life Limited Not upheldInsuranceDRN-5540953 The complaint Mr and Mrs T complain about the way ReAssure Life Limited managed their reviewable whole of life policy. They complain about the magnitude of the changes required at the 2024 review, the low surrender value, the magnitude of the projected changes and the fact t... (4 pages)View decision -
Decision Reference DRN-5751917
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5751917 The complaint Mr A complains Lloyds Bank PLC won’t refund direct debit payments taken from his account which he says he did not authorise. What happened In November 2024, Mr A reported a number of direct debit payments to a telecommunications company that had been taken fro... (3 pages)View decision