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
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Decision Reference DRN-5042943
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5042943 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (8 pages)View decision -
Decision Reference DRN-5810634
21 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5810634 The complaint Mrs B complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to an investment scam. Mrs B referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer onl... (2 pages)View decision -
Decision Reference DRN-5925834
21 Jan 2026 Volvo Car UK Limited Not upheldConsumer CreditDRN-5925834 The complaint Mr P complains that Volvo Car UK Limited (who I’ll call VCUK) shouldn’t have agreed to collect his car when they ought to have known private plates couldn’t be transferred before the collection. What happened The detailed background to this complaint is well kn... (2 pages)View decision -
Decision Reference DRN-6070409
21 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6070409 The complaint Mrs C says Revolut Ltd (“Revolut”) failed to protect her money when she fell victim to a scam. What happened Miss C says she had fallen victim to a crypto cryptocurrency related investment scam. She says she found the investment opportunity on Facebook and sign... (6 pages)View decision -
Decision Reference DRN-6015243
21 Jan 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6015243 The complaint Mr M, through his representative, complains that MotoNovo Finance Limited approved a finance agreement for a vehicle which he says he could not afford. What happened On 6 August 2020 Mr M chose a car to buy and signed a credit agreement to finance the purchase... (4 pages)View decision -
Decision Reference DRN-6026047
21 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6026047 The complaint Mr A has complained that Creation Consumer Finance Ltd “Creation” didn’t properly deal with his claim for money back in relation to an air fryer he purchased using credit provided by Creation. What happened The facts in this case are not disputed so I’ll only ... (3 pages)View decision -
Decision Reference DRN-6069532
21 Jan 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-6069532 The complaint Mr F complains about the advice he was given by Harbour Rock Capital Limited to transfer the benefits in his occupational pension scheme to a Self-Invested Personal Pension (SIPP). Mr F believes the advice to transfer was unsuitable and has caused him a financi... (11 pages)View decision -
Decision Reference DRN-6093520
21 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6093520 The complaint Miss Y complains that Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) have provided her with credit agreements for her student loans that contain forged signatures. What happened I set out the background to this complaint and my initia... (3 pages)View decision -
Decision Reference DRN-5950780
21 Jan 2026 Allianz Insurance Plc Not upheldInsuranceDRN-5950780 The complaint Mr E, Mr H and Mrs L complain that Allianz Insurance has made a number of failings in relation to the insurance it offers on their property. They feel Allianz has failed to provide notice of a policy exclusion removing the cover for subsidence. False statements... (5 pages)View decision -
Decision Reference DRN-6080385
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6080385 The Complaint Mr and Mrs J’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