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-5765232
20 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5765232 The complaint Miss P complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an impersonation scam and about the service she received when the matter was reported. What happened The background is known to both parties, so I won’t repeat all the details. In... (5 pages)View decision -
Decision Reference DRN-5953307
20 Jan 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-5953307 The complaint Ms A complains that Loans 2 Go Limited (Loans 2 Go) lent to her irresponsibly by proving three loans that were unaffordable to her without carrying out appropriate checks. Ms A is represented by a professional third-party, but for ease, I shall refer to Ms A th... (3 pages)View decision -
Decision Reference DRN-5992221
20 Jan 2026 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5992221 The complaint Mr C complains that Alwyn Insurance Company Limited unfairly handled and settled a claim under his motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mr C has a motor insurance policy, underwritten by ... (3 pages)View decision -
Decision Reference DRN-5800832
20 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5800832 The complaint Mr and Mrs G’s complaint is, in essence, that First Holiday Finance Ltd (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... (9 pages)View decision -
Decision Reference DRN-5657497
20 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5657497 The complaint Mr D complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) failed to act appropriately when he made them aware he was struggling with gambling addiction. What happened Mr D held a credit card with Tesco Bank with a £2,000 credit limit. He says sin... (3 pages)View decision -
Decision Reference DRN-5745928
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5745928 The complaint Ms C complained because Starling Bank Limited refused to refund her for cash machine withdrawals which she said she hadn’t authorised. What happened On 29 March 2025, Ms C contacted Starling by chat, and reported that there were two unauthorised withdrawals on... (4 pages)View decision -
Decision Reference DRN-6086844
20 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-6086844 The complaint Santander UK Plc (‘Santander’) was for £19,000 and was to be repaid by way of 60 monthly repayments of £407.70. Mr M says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5889200
20 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5889200 The complaint Mr J complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened Mr J has an annual travel insurance policy underwritten by IPA. On his return journey, Mr J booked... (3 pages)View decision -
Decision Reference DRN-6056721
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6056721 The complaint N, a limited company, complains Santander UK Plc gave notice in July 2025 that they planned to migrate N’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. N says this is unfair as when they opened the account it was p... (3 pages)View decision -
Decision Reference DRN-5979285
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5979285 The complaint Mr 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 1974 ... (11 pages)View decision