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-5979358
20 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5979358 The complaint Mrs M complains about the service and lack of support she received from Revolut Ltd (“Revolut”) when she informed it of her gambling addiction and asked it to permanently terminate her cards with it. What happened Mrs M holds a Revolut account and activated a g... (5 pages)View decision -
Decision Reference DRN-6030782
20 Jan 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-6030782 The complaint Mr S has complained that Astrenska Insurance Limited trading as Collinson Insurance (Astrenska) unfairly declined a claim under his mobile phone policy. What happened Mr S contacted Astrenska to make a claim for a lost mobile phone. He said he had used it whil... (3 pages)View decision -
Decision Reference DRN-6092479
20 Jan 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6092479 The complaint Mrs G complains that the car she acquired financed through a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a bri... (4 pages)View decision -
Decision Reference DRN-5836993
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5836993 The complaint Mrs C complains that Revolut Ltd won’t refund payments made as part of a scam. Although Mrs C initially referred her complaint to the Financial Ombudsman Service through a professional representative, she’s no longer being represented. I’ve considered submissi... (4 pages)View decision -
Decision Reference DRN-5946942
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946942 The Complaint Mr L’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (13 pages)View decision -
Decision Reference DRN-5762973
20 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5762973 The complaint Miss M complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened MoneyBoat provided Miss M with a £400 loan on 10 January 2025. This loan was to be repaid in three monthly instalments of £155.03... (2 pages)View decision -
Decision Reference DRN-6092375
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6092375 The complaint Mr and Mrs H’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-5921150
20 Jan 2026 Sky UK Limited Not upheldConsumer CreditDRN-5921150 The complaint Mrs B has complained that Sky UK Limited (Sky) is holding her liable for a credit agreement that was taken out to buy a device. What happened In March 2025, Mrs B entered into a Fixed Sum Loan Agreement with Sky, and in return she was supplied with a new devic... (3 pages)View decision -
Decision Reference DRN-6092342
20 Jan 2026 EE Limited Not upheldConsumer CreditDRN-6092342 The complaint Mrs E has complained that EE Limited (“EE”) is not applying the agreed trade-in discount for her existing phone, to her new agreement with EE. What happened Mrs E ordered a new phone using a fixed sum loan agreement from EE in March 2025. The new phone cost aro... (4 pages)View decision -
Decision Reference DRN-6052849
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6052849 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) won’t refund in full payments that were made as part of a scam. Mrs C initially referred her complaint to the Financial Ombudsman Service through a professional representative. But she is no longer being represent... (4 pages)View decision