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 375868 results
-
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-5305565
4 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5305565 The complaint Mr M complains about the service received from Ascot Lloyd Limited trading as Ascot Lloyd in relation to his pension. Mr M says Ascot Lloyd failed to provide the ongoing advice he was paying for and made changes to the level of service he was due to receive wit... (6 pages)View decision -
Decision Reference DRN-5223426
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5223426 The complaint Mr C complains that Revolut Ltd (“Revolut”) won’t reimburse losses he incurred as the result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (4 pages)View decision -
Decision Reference DRN-5775487
4 Sep 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5775487 The complaint Ms R is unhappy that a car supplied to her under a hire agreement with Ald Automotive Limited (ALD) was of unsatisfactory quality. When I refer to what Ms R or ALD have said or done, it should also be taken to include things said or done on their behalf. What ... (6 pages)View decision -
Decision Reference DRN-5610795
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5610795 The complaint Mr A is unhappy with Aviva Insurance Limited’s (Aviva) administration of his motor insurance policy, which he said led to the policy wrongly being cancelled. What happened In August 2024 Mr A changed the car insured by Aviva and was assured everything was upda... (3 pages)View decision -
Decision Reference DRN-5798457
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5798457 The complaint Mr S complains about the way in which Barclays Bank UK PLC handled his claim for a refund when accommodation he booked was not of a satisfactory standard. He paid for the accommodation with his Barclaycard. What happened In May 2024 Mr S booked two rooms in a g... (5 pages)View decision -
Decision Reference DRN-5430114
4 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5430114 The complaint Mr S complains that Creation Consumer Finance Ltd lent to him irresponsibly when they provided him with a credit account. What happened In April 2022, Mr S was provided with a credit account by Creation, to purchase some goods. In late 2024, Mr S complained. ... (3 pages)View decision -
Decision Reference DRN-5795091
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5795091 The complaint Mr S has complained about Revolut Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) impersonation scam. What happened On 18 August 2025, I issued my provisional decision on this complaint. I wanted to give both par... (6 pages)View decision -
Decision Reference DRN-5796912
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5796912 The complaint Mrs S complains Santander UK Plc won’t refund money she lost when she fell victim to an advanced fee job scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In December 2022 Mrs S was th... (5 pages)View decision -
Decision Reference DRN-5797903
4 Sep 2025 Digital Moneybox Limited UpheldBanking and PaymentsDRN-5797903 The complaint Mr S complains it took Digital Moneybox Limited too long to complete a cash Individual Savings Account (ISA) transfer he instructed it to make, meaning he lost out on interest. What happened I sent the parties a provisional decision in August 2024, in which I s... (5 pages)View decision
