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 386796 results
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Decision Reference DRN-5171984
19 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5171984 The complaint Mrs and Mr O’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-5955961
19 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5955961 The complaint Mr J has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr J historically had held personal and loan accounts with Lloyds. In 2020 he’d opened a number of different-named business accou... (2 pages)View decision -
Decision Reference DRN-6019823
19 Dec 2025 Credit Resource Solutions Limited Not upheldConsumer CreditDRN-6019823 The complaint Mr K complains that Credit Resource Solutions Ltd (CRS) contacted him excessively when chasing payments towards the accounts they were managing. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 2 ... (4 pages)View decision -
Decision Reference DRN-5996582
19 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5996582 The complaint Ms C has complained that Advantage Insurance Company Limited raised her motor insurance policy premium during the policy period. What happened In December 2024, Ms C bought a motor insurance policy underwritten by Advantage through an online comparison website.... (3 pages)View decision -
Decision Reference DRN-5649321
19 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5649321 The complaint M, a trust, has complained National Westminster Bank Public Limited Company won’t refund money they lost as the result of transaction made by an ex-officer of the trust. What happened M is a small trust set up by residents of a small development. Each pay £150 ... (3 pages)View decision -
Decision Reference DRN-6035006
19 Dec 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-6035006 The complaint Mr W complains that Financial Administration Services Limited (“Fidelity”) failed to identify his status as a US person. He says because it didn’t, he’s now unable to access the funds in his account, and faces costs to renounce his US citizenship and a potentia... (4 pages)View decision -
Decision Reference DRN-5671610
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5671610 The complaint Mrs G complains that Revolut Ltd won’t refund payments made from her account due to a scam. What happened Mrs G has an account with Revolut. Mrs G was the victim of scam. She was contacted by an individual who pretended to be a Revolut employee. They advised he... (2 pages)View decision -
Decision Reference DRN-5873133
19 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5873133 The complaint Mr D complains about how Advantage Insurance Company Limited handled a claim made on his motor insurance policy. He wants it to record the claim as non-fault and pay him additional compensation. What happened Mr D’s car was involved in an incident and damaged.... (3 pages)View decision -
Decision Reference DRN-6030678
19 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6030678 The complaint Mr W complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in April ... (3 pages)View decision -
Decision Reference DRN-6037267
19 Dec 2025 One Insurance Limited UpheldInsuranceDRN-6037267 The complaint Mr S complains that One Insurance Limited has unfairly declined a claim under his legal expenses insurance policy. Where I refer to One Insurance, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The... (5 pages)View decision
