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-5485207
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5485207 The complaint Ms B complains that Revolut Ltd is unfairly holding her liable for transactions from her Revolut account which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In br... (2 pages)View decision -
Decision Reference DRN-5995188
3 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5995188 The complaint Mr H and Mrs T were unhappy with the delays caused by U K Insurance Limited (“UKI”) which delayed the progress of their claim, and they were unhappy with the general handling of the claim. What happened Mr H and Mrs T said: “Our claim for the incident caused by... (3 pages)View decision -
Decision Reference DRN-5987347
3 Dec 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5987347 The complaint Mr S complains that RCI Financial Services Limited (RCI) , trading as Nissan Financial Services (Nissan), unfairly charged him for a payment after he settled his Hire Purchase Agreement. He would like this matter investigated and compensation for the distress ,... (3 pages)View decision -
Decision Reference DRN-5992458
3 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5992458 The complaint Mr C has complained about the service provided by Inter Partner Assistance SA (‘IPA’) under his home emergency policy following a water leak at his home. For the avoidance of doubt, the term ‘IPA’ includes reference to its agents and contractors for the purpose... (4 pages)View decision -
Decision Reference DRN-5879875
3 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5879875 The complaint Ms C complains that Moneybarn No.1 Limited irresponsibly provided her with an unaffordable regulated conditional sale agreement to purchase a car. Ms C’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions... (3 pages)View decision -
Decision Reference DRN-5813131
3 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5813131 The complaint Miss E complains Freemans Public Limited Company (“Swimwear”) reported inaccurate information to credit reference agencies and failed to amend her credit file on request. What happened In April 2019, Miss E opened a running account credit facility with Swimwea... (4 pages)View decision -
Decision Reference DRN-5910218
3 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5910218 The complaint Miss T complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (“Alphera”) approved a vehicle finance agreement for her that she could not afford. What happened On 1 March 2022, Miss T wanted to buy a used car and the Alphera f... (6 pages)View decision -
Decision Reference DRN-5941500
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5941500 The complaint Mr G complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr G has explained that between March and Octob... (2 pages)View decision -
Decision Reference DRN-5994568
3 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5994568 The complaint Miss A complains that she was given incorrect information after Metro Bank PLC decided to close her account and that Metro Bank PLC reversed a credit of £798 by mistake which left her overdrawn. What happened Miss A had a number of accounts with Metro, includin... (2 pages)View decision -
Decision Reference DRN-5837288
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5837288 The complaint Mr C complains that Starling Bank Limited unnecessarily restricted his account and on more than occasion blocked a genuine payment he was trying to make. What happened On 19 July 2025 Mr C tried to make a £25 card payment from his account with Starling Bank. Th... (2 pages)View decision