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 401363 results
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Decision Reference DRN-6024140
16 Dec 2025 Hartwell Finance Limited UpheldConsumer CreditDRN-6024140 The complaint Mr D complains that Hartwell Finance Limited (HFL) arranged a finance agreement for him which was not suitable. He is also unhappy that at the same time he was also mis-sold a GAP insurance product. When I refer to what Mr D and HFL have said or did, it should... (8 pages)View decision -
Decision Reference DRN-5999822
16 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5999822 The complaint Mr P complains because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under his travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr P holds a travel insurance polic... (5 pages)View decision -
Decision Reference DRN-6022219
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6022219 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the CCA. What happened Mr and Mrs M were the members of a timeshare provider (the ‘Supplie... (3 pages)View decision -
Decision Reference DRN-6024035
16 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6024035 The complaint Mr G complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat” irresponsibly lent to him. What happened MoneyBoat provided Mr G with a short-term loan for £800 in January 2025, with a total amount repayable of £1,519.08 over 175 da... (7 pages)View decision -
Decision Reference DRN-5784932
16 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5784932 The complaint Mr H complains about the cancellation of his motor insurance policy by esure Insurance Limited (esure) due to non-payment of premiums. He said the policy was cancelled without esure contacting him in advance. Mr C was subsequently stopped by the police for driv... (5 pages)View decision -
Decision Reference DRN-5253821
16 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5253821 The complaint Ms G complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam and would like Revolut to refund her the money she has lost. What happened Ms G came across an advert for a cryptocurrency investment opport... (7 pages)View decision -
Decision Reference DRN-5858969
16 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5858969 The complaint Mr S has said that Santander UK Plc made a payment from his current account without his permission as he only wanted to check what exchange rate would be applicable for the transaction. He’s also unhappy with the service he received from the branch. What happen... (3 pages)View decision -
Decision Reference DRN-6024029
16 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-6024029 The complaint Miss M has complained that Revolut Ltd (“Revolut”) mis-sold her a fee-paying Ultra Plan packaged account. Miss M says that Revolut failed to make it clear that the travel insurance included with the Ultra Plan only covered trips that start and end in the UK. ... (5 pages)View decision -
Decision Reference DRN-6021731
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6021731 The complaint Mrs O and Mr O’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 (... (13 pages)View decision -
Decision Reference DRN-5957781
16 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5957781 The complaint Mr M complains about charges Specialist Motor Finance Limited (who I’ll call SMF) asked him to pay when he returned a car he had been financing through an agreement with them. What happened Mr M took receipt of a used car in March 2023. He financed the deal thr... (2 pages)View decision