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 375266 results
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Decision Reference DRN-5318342
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5318342 The complaint Mr N complains that Starling Bank Limited (Starling) made errors when closing the bank account he’d taken out for his son. Mr N says these errors caused him distress and inconvenience. What happened The background to this complaint is well known to all partie... (3 pages)View decision -
Decision Reference DRN-5776348
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5776348 The complaint Mrs S has complained about the way her motor insurer, One Insurance Limited (‘One Insurance’) dealt with a claim she made on her policy. What happened I issued a provisional decision regarding this complaint earlier this month where I said I was considering up... (7 pages)View decision -
Decision Reference DRN-5766421
26 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5766421 The complaint Mr B complains about the valuation placed on his vehicle by Admiral Insurance (Gibraltar) Limited (‘Admiral’) following a claim he made under his motor insurance policy. What happened Mr B’s vehicle was damaged after being involved in an accident in November 2... (3 pages)View decision -
Decision Reference DRN-5396739
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5396739 The complaint Ms K complains Revolut Ltd allowed a transaction from her account to be attempted, which she says she did not make or authorise. What happened In December 2024, Ms K reported a transaction for £1.20 which had taken place on 10 May 2024 as fraudulent to Revolut... (2 pages)View decision -
Decision Reference DRN-5640303
26 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5640303 The complaint Mr R complains that Advantage Insurance Company Limited avoided (treated it as if it never existed) his motor insurance policy after he made a claim. He wants records of the avoidance removed. What happened Mr R’s car was damaged in a single car accident, and ... (3 pages)View decision -
Decision Reference DRN-5139033
26 Aug 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5139033 The complaint Miss D complains Kroo Bank Ltd won’t reimburse £3,890 that she lost when she fell victim to a safe account scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that Kroo ought to have mad... (2 pages)View decision -
Decision Reference DRN-5776153
26 Aug 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5776153 The complaint Mr A has complained that Helvetia Global Solutions Ltd (Helvetia) dealt with a claim under his mobile phone insurance policy. References to Helvetia include companies acting on its behalf. What happened Mr A made a claim for damage to his mobile phone. Helvet... (4 pages)View decision -
Decision Reference DRN-5700761
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5700761 The complaint Mr M complains about the quality of a car he has been financing through an agreement with CA AUTO FINANCE UK LTD (CA). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-5765829
26 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5765829 The complaint Miss C complains that Creation Consumer Finance Ltd (‘Creation’) sold her credit accounts to another firm (‘L’) without telling her, and restricted her online account access. Miss C would like her distress and inconvenience to be addressed. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5576370
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5576370 The complaint Mr R complains Lowell Portfolio I Ltd are asking him to repay a debt which is too high as interest and charges had been applied incorrectly. What happened Mr R had a credit card account with a company I’ll refer to as C. After Mr R fell into arrears C sold the ... (2 pages)View decision
