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
-
Decision Reference DRN-5846186
12 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5846186 The complaint Miss W has complained that Startline Motor Finance Limited (Startline) unfairly provided her with credit for a vehicle. What happened In November 2021, Miss W entered into a finance agreement with Startline for the purchase of a car as shown below. Date Amoun... (3 pages)View decision -
Decision Reference DRN-5955531
12 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5955531 The complaint Mrs O complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs O applied for a Virgin Money credit card in August 2021. In her application Mrs O ... (3 pages)View decision -
Decision Reference DRN-5813948
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5813948 The complaint Miss R complains that Lloyds Bank Plc (‘Lloyds’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Around June 2023 Miss R met someone I’ll call “D” on a well-known dating app. Miss R and D spoke almost daily for around a month. ... (5 pages)View decision -
Decision Reference DRN-6013843
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6013843 The complaint Mr S complaints that PayPal UK Ltd incorrectly recorded a missed payment on his credit file. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr S complains that PayPal was at fault for him not making... (2 pages)View decision -
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