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 381082 results
-
Decision Reference DRN-5838952
24 Sep 2025 MBNA Limited UpheldBanking and PaymentsDRN-5838952 The complaint Mr B complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr B was approved for an MBNA credit card in November 2014 with a £8,600 credit limit. The credit limit was increased to £13,500 in March 2016. Mr B says that MBNA irrespo... (3 pages)View decision -
Decision Reference DRN-5838987
24 Sep 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5838987 The complaint T complain that Handelsbanken plc mis-sold their commercial mortgage in 2018. They said that Handelsbanken led T to believe that once the initial term had ended (which was three years), the mortgage would be switched to a different facility with a term of 25 ye... (3 pages)View decision -
Decision Reference DRN-5368765
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5368765 The complaint Mr C complains that Revolut Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened Mr C is disputing four payments made in October 2024 using a newly set up Apple Pay. He says he wasn’t involved in setting this... (2 pages)View decision -
Decision Reference DRN-5835163
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5835163 The complaint Mrs H complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs H fell victim to an investment scam aft... (3 pages)View decision -
Decision Reference DRN-5749009
24 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5749009 The complaint Miss A complains about the cancellation of her motor insurance policy arranged through Marshmallow Financial Services Ltd (Marshmallow). She also complains about Marshmallow deeming her vehicle repairable after an accident, repairing the vehicle at an approved ... (7 pages)View decision -
Decision Reference DRN-5613501
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5613501 The complaint Mr and Mrs H complain Aviva insurance Limited mis-sold them a private medical insurance policy. What happened Mr and Mrs H took out a private medical insurance policy online in July 2024. The cover is underwritten by Aviva. In November 2024, Mrs H was reviewed ... (3 pages)View decision -
Decision Reference DRN-5412309
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5412309 THE COMPLAINT Mr B complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease ... (3 pages)View decision -
Decision Reference DRN-5577508
24 Sep 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5577508 The complaint Mr and Mrs P complain that The Co-operative Bank Plc took too long to deal with an application for a new interest rate and to change the term of their mortgage. What happened Mr and Mrs P have a mortgage with The Co-op. In May 2024 they applied for a new intere... (3 pages)View decision -
Decision Reference DRN-5826506
24 Sep 2025 Paratus AMC Limited Not upheldMortgagesDRN-5826506 The complaint Mr B complains that Paratus AMC Limited trading as Foundation Home Loans unfairly recorded a CIFAS marker in relation to a mortgage application in late 2022. He says this happened during a period of mental health challenges. Mr B would like a full breakdown of ... (4 pages)View decision -
Decision Reference DRN-5838069
24 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5838069 The complaint Mr P and Ms Z as Trustees of the Mrs P Trust complain that Vitality Life Limited unfairly settled an income protection insurance claim Mrs P made on a personal protection plan. What happened The background to this complaint is well-known to both parties. So I’v... (4 pages)View decision
