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-5932967
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5932967 The complaint Ms B complains that Revolut Ltd (“Revolut”) won’t accept her non-UK issued driver’s license to verify her ID resulting in her not being able to open an account with it. Ms B believes Revolut are discriminating against her. What happened Ms B wished to open an a... (3 pages)View decision -
Decision Reference DRN-5775170
10 Dec 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5775170 The complaint Mrs M complains that Go Car Credit Limited irresponsibly provided her with an unaffordable hire purchase agreement. Mrs M’s complaint has been referred to our service by a professional representative, but for ease I’ve referred to all submissions as though the... (3 pages)View decision -
Decision Reference DRN-5860696
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5860696 The complaint Mrs W complains that Barclays Bank UK Plc won’t reimburse money she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs W was introduced to an inves... (3 pages)View decision -
Decision Reference DRN-6009873
10 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-6009873 The complaint Mr T complains on Mrs S’s behalf that Tesco Underwriting Limited (Tesco) unfairly cancelled her motor insurance policy and declined to settle her claim after her car was stolen. Reference to Mrs S or Mr T includes the other. Mr T is the named driver in this co... (5 pages)View decision -
Decision Reference DRN-5991416
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5991416 The complaint Mr K complains that Starling Bank Limited won’t refund money he lost when he was the victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so I’ll only ... (6 pages)View decision -
Decision Reference DRN-5926697
10 Dec 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5926697 The complaint Mr A is unhappy with the service provided by Alwyn Insurance Company Limited (Alwyn) when making a claim under his motorbike insurance policy. What happened Mr A’s motorbike was involved in an incident. Mr A says the third party insurer (TPI) contacted him sho... (3 pages)View decision -
Decision Reference DRN-5635719
10 Dec 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5635719 The complaint Loans 2 Go Limited provided Miss B with a £2,000 loan, with a 24-month term, in December 2021. It had a 320.0% APR, and the monthly repayments were £269.33. Miss B says the loan was provided irresponsibly. What happened The details of this complaint are well-k... (2 pages)View decision -
Decision Reference DRN-5794135
10 Dec 2025 Forsakringsaktiebolaget Agria (publ) Not upheldInsuranceDRN-5794135 The complaint Mr P complains about the way Forsakringsaktiebolaget Agria (publ) dealt with two claims on his pet insurance policy. What happened Mr P took out a lifetime insurance policy for his dog in December 2023. The policy was underwritten by Agria. He later cancelled t... (3 pages)View decision -
Decision Reference DRN-6010026
10 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6010026 The complaint Mr and Mrs D’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)... (16 pages)View decision -
Decision Reference DRN-5684923
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5684923 The complaint Mrs D complains that HSBC UK Bank Plc will not reimburse funds she lost to a scam. Mrs D is represented by a firm, but for ease I have only referred to Mrs D in this decision. What happened The background to this complaint is well known to both parties so I won... (2 pages)View decision