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 401363 results
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Decision Reference DRN-6083936
12 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6083936 The complaint Miss B complained she could not access her online banking and mobile app with HSBC UK Bank Plc for two months, resulting in missed bills, late fees and an impact to her credit file. What happened HSBC provided an update to its mobile app in August 2025 to enhan... (3 pages)View decision -
Decision Reference DRN-6213682
12 Mar 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6213682 The complaint Mr and Mrs M complain that Tesco Underwriting Limited (“Tesco”) has unfairly voided their home insurance policy following a burglary claim. Any reference to Mr and Mrs M or Tesco includes respective agents or representatives. What happened The background of thi... (9 pages)View decision -
Decision Reference DRN-6127687
12 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6127687 The complaint Miss M complains that Zopa Bank Limited irresponsibly provided her with an unaffordable personal loan. What happened Zopa Bank provided Miss M with a personal loan of £1,000 in July 2025. The loan has a term of 48 months with equal instalments of around £35 and... (3 pages)View decision -
Decision Reference DRN-5935327
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5935327 The complaint Miss D is unhappy Revolut Ltd (“Revolut”) hasn’t reimbursed her after she fell victim to an employment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Miss D h... (4 pages)View decision -
Decision Reference DRN-6075358
12 Mar 2026 First Complete Limited UpheldInsuranceDRN-6075358 The complaint Miss L complains about how First Complete Limited trading as PRIMIS Mortgage Network (“Primis”) sold her income protection policy, how it communicated with her and the service it gave. What happened Firstly, any reference to Primis includes its agents. The pol... (5 pages)View decision -
Decision Reference DRN-6102246
12 Mar 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6102246 The complaint Mr B complains about the quality of a car he acquired under a personal contract purchase agreement with CA Auto FINANCE UK LTD trading as CA Auto Finance UK (CA Auto). When I refer to what Mr B and/or CA Auto said or did, it should also be taken to include thi... (5 pages)View decision -
Decision Reference DRN-6169850
12 Mar 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6169850 The complaint Ms K has complained that Specialist Motor Finance Limited (SMF) unfairly provided her with credit for a car. What happened In October 2023, Ms K entered into a finance agreement with SMF for the purchase of a car as shown below. Date Amount of credit Term M... (3 pages)View decision -
Decision Reference DRN-6219228
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6219228 The complaint Mr and Mrs T’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)... (9 pages)View decision -
Decision Reference DRN-6193214
12 Mar 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6193214 Complaint Mrs H complains that Toyota Financial Services (UK) PLC (“Toyota FS”) failed to act fairly and reasonably towards her when entering into a hire purchase agreement with her. She complained that Toyota FS didn’t disclose the commission it paid to the motor dealer th... (3 pages)View decision -
Decision Reference DRN-6195682
12 Mar 2026 Andrew Smith UpheldInsuranceDRN-6195682 The complaint Mr C and Miss W have complained about the way Andrew Smith, trading as Citrus Compliance (“Citrus”), acted in relation to a claim made under a buildings insurance policy. Mr C has mainly dealt with matters on behalf of Miss W, so I’ll refer to him only for sim... (6 pages)View decision