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 388057 results
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Decision Reference DRN-5806662
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5806662 The complaint Mrs M complains Revolut Ltd (“Revolut”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mrs M explained she was contacted out... (3 pages)View decision -
Decision Reference DRN-5925501
13 Jan 2026 Sesame Limited Not upheldInsuranceDRN-5925501 The complaint Mrs F and Mr W complain that Sesame Limited mis-sold a life and critical illness policy to them. What happened Mrs F and Mr W took out a life and critical illness policy with an insurer in 2013. They applied for a new policy in 2018 and in 2023 Mrs F claimed on... (2 pages)View decision -
Decision Reference DRN-6042831
13 Jan 2026 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-6042831 The complaint Mr G complains about the figure MI Vehicle Finance Limited (MI Finance) provided for him to settle his car finance agreement. What happened Mr G complained to MI Finance about the interest rebate they had suggested would be applicable if he chose to return a ca... (2 pages)View decision -
Decision Reference DRN-5957545
13 Jan 2026 Fluent Money Limited UpheldMortgagesDRN-5957545 The complaint Mr S’ complaint relates to a second charge mortgage he was recommended by Fluent Money Limited in 2023. He believes that the mortgage was mis-sold to him as it was unsuitable, the advice process was coercive, there was a lack of transparency in the process and ... (5 pages)View decision -
Decision Reference DRN-5913653
13 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5913653 The complaint Mr O is unhappy that Zurich Assurance Ltd have declined a claim he made on a life insurance policy. What happened Mr O and his late wife, Mrs O, held a life insurance policy. Mrs O sadly died, and Mr O claimed on the policy. The claim was declined as Zurich sai... (2 pages)View decision -
Decision Reference DRN-6073046
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6073046 The complaint Mr and Mrs P’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)... (12 pages)View decision -
Decision Reference DRN-5873563
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5873563 The complaint The estate of Mr R complains about the service provided by NATIONAL WESTMINSTER BANK Plc (NatWest) when a request was made to add a party to a current account. What happened In January 2025, Mr R attempted online to add his wife to his sole bank account. After ... (2 pages)View decision -
Decision Reference DRN-6027658
13 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-6027658 The complaint Mrs L is unhappy that Red Sands Insurance Company (Europe) Limited declined a claim made on her single trip travel insurance policy (‘the policy’). She’s also unhappy about the way her claim and repatriation plans back to the UK were handled. The claim was for... (5 pages)View decision -
Decision Reference DRN-5943078
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5943078 The complaint Mr A complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (‘Novuna’) is liable to pay him compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it p... (6 pages)View decision -
Decision Reference DRN-6033195
13 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6033195 The complaint Mrs C complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mrs C made an investment with a compa... (6 pages)View decision