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 386170 results
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Decision Reference DRN-5859569
17 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5859569 The complaint Mr F complains that Revolut Ltd unfairly restricted and closed his account. What happened Mr F says he opened his account with Revolut in December 2024. Following verification, he received his associated card and added funds to the account in January this year.... (3 pages)View decision -
Decision Reference DRN-5954769
17 Dec 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5954769 The complaint Mr L is unhappy with the sale of his income protection policy by Lifesearch Partners Limited (LPL). What happened Mr L was sold an income protection policy through LPL on 30 October 2024. It was an advised sale over the telephone. Mr L says he was told by the... (4 pages)View decision -
Decision Reference DRN-6028544
17 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-6028544 The complaint Mr K complains that MotoNovo Finance Limited supplied him with a used van under a hire purchase agreement that was not of satisfactory quality. He wants to be able to reject the van or to be reimbursed for the cost of repairs. What happened In July 2024 Mr K en... (3 pages)View decision -
Decision Reference DRN-6028779
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6028779 The complaint Mr and Mrs M complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Background to the complaint Mr and Mrs M purchased three timeshare membership products from a timeshare provider (‘... (2 pages)View decision -
Decision Reference DRN-6002794
17 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002794 The complaint Mr G complained about HSBC UK Bank Plc after it allowed the other joint account holder to convert their joint bank account into a sole account by removing their name from it without his knowledge or consent after he’d been told previously that he couldn’t do th... (3 pages)View decision -
Decision Reference DRN-5906603
17 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5906603 The complaint Mr D complains about Admiral Insurance (Gibraltar) Limited’s decline of his travel insurance claim and its claim handling. What happened Mr D had travel insurance insured by Admiral. He claimed on the insurance for his damaged wireless earbuds. Admiral had a ... (3 pages)View decision -
Decision Reference DRN-6023910
17 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6023910 The complaint Mr J complains about the service provided and the cash settlement amount offered by AXA Insurance UK Plc following an escape of water claim. Any mention of AXA in this decision includes any appointed contractors by AXA. What happened The events are well known t... (3 pages)View decision -
Decision Reference DRN-5964754
17 Dec 2025 Art Holdings Limited UpheldPensions and AnnuitiesDRN-5964754 The complaint The estate of Mr S (the estate) complains that ART Holdings Limited trading as MFS Independent Financial Advisers (MFS) failed to consider the tax implications for Mr S’s pension plan on death despite him being in poor health, resulting in large losses for the ... (8 pages)View decision -
Decision Reference DRN-5991808
17 Dec 2025 Alan Boswell Insurance Brokers Limited UpheldInsuranceDRN-5991808 The complaint Ms P’s complaint is about the service she received from Alan Boswell Insurance Brokers (‘AB’) Limited in relation to a claim she made on a property owner’s insurance policy. Ms P says AB treated her unfairly. What happened The details of Ms P’s complaint are we... (3 pages)View decision -
Decision Reference DRN-5993393
17 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5993393 The complaint Mr B complains that American Express Services Europe Limited (Amex) treated him unfairly by updating their mobile app. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, s... (2 pages)View decision
