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-5863925
4 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5863925 The complaint Ms R complains that Revolut Ltd did not reimburse the €370,000 she lost to a scam. What happened Ms R had employed the services of a financial management group I will refer to as ‘X’ to help her invest some funds following the sale of a property she owned. They ... (4 pages)View decision -
Decision Reference DRN-5489006
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5489006 The complaint A company, which I will refer to as S, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (trading as Tyl by NatWest) has not acted fairly in dealing with a chargeback. What happened S’s director told us: • In November 2022, S took a card payment... (2 pages)View decision -
Decision Reference DRN-5848498
4 Nov 2025 AWP P&C S.A. UpheldInsuranceDRN-5848498 The complaint Miss Y has complained that her travel insurer, AWP P&C S.A. (‘AWP’), unfairly turned down a claim she made on her policy. What happened Miss Y has travel insurance with AWP through her bank account. In May 2025 she was due to travel abroad but, unfortunate... (4 pages)View decision -
Decision Reference DRN-5857336
4 Nov 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5857336 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Advantage Finance Limited was of an unsatisfactory quality. What happened In May 2024, Mr S was supplied with a used car through a hire purchase agreement with Advantage. The agree... (3 pages)View decision -
Decision Reference DRN-5793890
4 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5793890 The complaint Mr M complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr M was provided with a £9,500 loan by Shawbrook Bank. The loan term was 60 months, and Mr M was required to make monthly repayments of £218.30. Mr M said the loa... (3 pages)View decision -
Decision Reference DRN-5908629
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5908629 The complaint Mrs C complains that Revolut Ltd won’t refund £2,924.17 she lost when she was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s s... (3 pages)View decision -
Decision Reference DRN-5924979
4 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5924979 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)... (21 pages)View decision -
Decision Reference DRN-5923540
4 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5923540 The complaint Mr I complains that Loans 2 Go Limited lent to him irresponsibly. What happened Mr I took a loan with Loans 2 Go on the following terms: Date Amount Term Monthly repayment Total Payable 4 April 2023 £1,00018 months £205.56 £3,700.08 On 27 January 2025, Mr I c... (4 pages)View decision -
Decision Reference DRN-5911247
4 Nov 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5911247 The complaint Mr C and Ms T are unhappy that Red Sands Insurance Company (Europe) Limited (RSI) partially settled a claim they made on their travel insurance policy. What happened Mr C and Ms T claimed on their travel insurance policy when Ms T became unwell whilst abroad. R... (3 pages)View decision -
Decision Reference DRN-5808060
4 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5808060 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In August 2024, Miss H was supplied with a used car through a hire purchase agreement with MotoNovo. She ... (3 pages)View decision