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 130332 results
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Decision Reference DRN-6053686
23 Feb 2026 MSIG Europe SE UpheldInsuranceDRN-6053686 The complaint H has complained that MSIG Europe SE has turned down its claim for a stolen vehicle under its Motor Fleet insurance policy. Any reference to MSIG includes its agents and trading names. H is represented by Mr S. What happened A vehicle insured under the policy w... (3 pages)View decision -
Decision Reference DRN-6172629
23 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6172629 The complaint Ms J complains that Revolut Ltd didn’t tell her she needed to activate her account to receive reward points. What happened Ms J says she upgraded her Revolut account to receive an increase in the eligible reward points. She says she wasn’t told she needed to ac... (2 pages)View decision -
Decision Reference DRN-6173859
23 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6173859 The complaint Mr B complains that NewDay (trading both as Aqua and Fluid) lent to him irresponsibly and that the credit provided was unaffordable. Mr B further complains that NewDay closed both of his accounts unnecessarily; did not give him a repayment plan for the closed a... (5 pages)View decision -
Decision Reference DRN-6173937
23 Feb 2026 Covea Insurance plc UpheldInsuranceDRN-6173937 The complaint Mr T is unhappy that Covea Insurance plc (“Covea”) didn’t cover all his costs for alternative accommodation (AA) following a claim under his home insurance policy. What happened Mr T’s home was significantly damaged by a car that collided with his home. When Co... (3 pages)View decision -
Decision Reference DRN-6033419
23 Feb 2026 Fairscore Ltd UpheldConsumer CreditDRN-6033419 The complaint Miss T complains that Fairscore Ltd trading as Updraft (Updraft) acted irresponsibly when they agreed to lend to her. What happened Miss T successfully applied for three loans with Updraft between 2022 and 2024, as follows: - - - Miss T complained to Updraft... (5 pages)View decision -
Decision Reference DRN-6172127
23 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6172127 The complaint Mr L complains that Clydesdale Bank Plc (Clydesdale) has treated him unfairly in relation to its obligations with regard to a payment he made using his debit card. What happened In June 2025, Mr L paid £229.06 for items purchased from a seller (the seller) thro... (4 pages)View decision -
Decision Reference DRN-5746207
23 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5746207 The complaint Mrs K is unhappy that Bank of Scotland PLC (trading as ‘Halifax’) won’t refund her fully after she was the victim of a scam. What happened Both sides are aware of what happened, so I will provide a brief summary. Mrs K saw a cryptocurrency investment advert w... (5 pages)View decision -
Decision Reference DRN-6055411
23 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6055411 The complaint Miss C complains that Revolut Ltd unfairly refuses to refund her the money she lost as a result of a safe account scam. Miss C is being represented by a professional representative, but for ease of reading, I’ll just refer to Miss C. What happened The backgroun... (5 pages)View decision -
Decision Reference DRN-6173549
23 Feb 2026 Mortgage Advice Bureau Limited UpheldMortgagesDRN-6173549 The complaint Mr F complains that Mortgage Advice Bureau Limited (MAB) failed to secure him a reduced interest rate for his mortgage when interest rates fell. The adviser worked for an appointed representative of MAB, as opposed to MAB itself, but I shall refer to MAB throug... (5 pages)View decision -
Decision Reference DRN-6161902
23 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6161902 The complaint Ms D and Mr R 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) ... (12 pages)View decision