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-5966990
11 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5966990 The complaint Ms H is complaining that she doesn’t think her car was properly repaired after she made a claim on an after the event insurance (‘ATE’) policy provided by AA Underwriting Insurance Company Limited (‘AA’). What happened In June 2024 Ms H’s car was hit by a third... (3 pages)View decision -
Decision Reference DRN-5985857
11 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5985857 The complaint Mr R has complained about the way Admiral cancelled his motor insurance policy. What happened Mr R took out a policy with Admiral online in August 2024. When it was renewed, Admiral found there were no payment details on file, so asked Mr R to supply these. Mr ... (3 pages)View decision -
Decision Reference DRN-6014607
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6014607 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (10 pages)View decision -
Decision Reference DRN-5961328
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5961328 The complaint Mr and Mrs S’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)... (11 pages)View decision -
Decision Reference DRN-5672258
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5672258 The complaint Mr T complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam. 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... (5 pages)View decision -
Decision Reference DRN-4972921
11 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4972921 The complaint Mr A complains that Monzo Bank Ltd refused to refund him after he fell victim to a scam. What happened In May 2024 Mr A fell victim to a scam after attempting to buy three iPhones from a fraudster who was posing as a seller on a social media platform. Mr A made... (3 pages)View decision -
Decision Reference DRN-5886373
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886373 The complaint Mr A’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5134289
11 Dec 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5134289 The complaint Mr S complains that The Prudential Assurance Company Limited (“Pru”) closed a fund within his regular investment plan and replaced it with a fund he didn’t want to invest in. What happened Mr S has held a regular investment plan with Pru since 1978. Within this... (4 pages)View decision -
Decision Reference DRN-5941176
11 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5941176 The complaint Mr B says the car he bought through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was mis-sold. When I talk about what Mr B or MBFS said or did, this includes what their representatives said or did. What happened In March 2... (3 pages)View decision -
Decision Reference DRN-5872015
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5872015 The complaint Mr H has complained about the way Revolut Ltd (“Revolut”) dealt with a claim for money back in relation to an oversized baggage fee he paid using his Revolut account. What happened On 5 April 2025, Mr H used his Revolut account to pay €60 to a merchant (which ... (4 pages)View decision