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 392389 results
-
Decision Reference DRN-6109036
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6109036 The complaint Mr A’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 him under Section 140A of the Consumer Credit Act 197... (11 pages)View decision -
Decision Reference DRN-5836755
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5836755 The complaint Mr K, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I w... (3 pages)View decision -
Decision Reference DRN-5993252
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993252 The complaint Mrs and Mr M’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-6028873
27 Jan 2026 Tesla Financial Services Limited UpheldConsumer CreditDRN-6028873 The complaint Mr S is unhappy that a car supplied to him under a hire agreement with Tesla Financial Services Limited was of an unsatisfactory quality. What happened In November 2024, Mr S was supplied with a new car through a hire agreement with Tesla. He paid an advance r... (4 pages)View decision -
Decision Reference DRN-6108735
27 Jan 2026 Bruce Bennett UpheldPensions and AnnuitiesDRN-6108735 The complaint Mrs C complains that Bruce Bennett, trading as bfm, (‘BB’) has not provided ongoing services and regular reviews of her pension despite receiving regular fees to do so. What happened Mrs C holds a pension with a provider that I’ll call ‘Firm N’. The pension was... (6 pages)View decision -
Decision Reference DRN-5947677
27 Jan 2026 James Hallam Limited Not upheldInsuranceDRN-5947677 The complaint Mr P has complained that James Hallam Limited, an insurance intermediary, failed to automatically renew his motor insurance policy. This resulted in him being stopped by the police who issued him with a fine and added six points on his licence. What happened M... (3 pages)View decision -
Decision Reference DRN-5875618
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5875618 The complaint and background Miss V, via her representative, complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to an investment scam. Our investigator didn’t uphold the complaint. He agreed that Revolut ought to have been concerned a... (2 pages)View decision -
Decision Reference DRN-5883420
27 Jan 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5883420 The complaint Miss O has complained that The Royal Bank of Scotland Plc (“RBS”) placed a block on her debit card whilst she was abroad. Miss O asked RBS to contact her, but didn’t receive a call until after she’d returned to the UK. What happened Whilst overseas, RBS placed ... (2 pages)View decision -
Decision Reference DRN-5875641
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5875641 The complaint and background Miss V, via her representative, complains that Nationwide Building Society (“Nationwide”) didn’t do enough to protect her when she fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although he found that Nationwide ... (2 pages)View decision -
Decision Reference DRN-6056307
27 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6056307 The complaint Mr N and Ms K complain that Liverpool Victoria Insurance Company Limited, trading as LV=, voided their home insurance policy and declined a claim they made on it. Reference to Mr N includes Ms K and their representative. And reference to LV includes its agents... (5 pages)View decision