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 380824 results
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Decision Reference DRN-5714243
24 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5714243 The complaint Mr C complains that U K Insurance Limited (“UKI”) mishandled his claims on a breakdown insurance policy. What happened The subject matter of the insurance, the breakdown and the complaint is a campervan, first registered in 2013. Mr C had breakdown insurance ... (6 pages)View decision -
Decision Reference DRN-5714231
24 Jul 2025 TSB Bank plc UpheldConsumer CreditDRN-5714231 The complaint Mr F is unhappy that TSB Bank plc didn’t provide him with loan funds on the same day that he was approved for loan, as promised by TSB in their product advertisement. What happened On 21 November 2024, Mr F applied online to TSB for a personal loan. TSB’s onli... (3 pages)View decision -
Decision Reference DRN-5158325
24 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5158325 The complaint Mr C complains about a decision taken by Starling Bank Limited (“Starling”) to not raise a chargeback on his behalf. What happened In December 2023, Mr C paid for an event using his Starling debit card, which was due to take place in July 2024. Mr C states th... (4 pages)View decision -
Decision Reference DRN-5712239
24 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5712239 The complaint Mr H complains about the quality of a car supplied to him through a hire purchase agreement by Specialist Motor Finance Limited (“SMF”). What happened Mr H entered into an agreement with SMF in October 2022 for a used car. The car was nine years old and had cov... (5 pages)View decision -
Decision Reference DRN-5624779
24 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5624779 The complaint Mr B complains about delays in Admiral Insurance (Gibraltar) Limited (Admiral) dealing with a claim under his motor insurance policy following the theft and recovery of his vehicle. He is concerned at how long repairs took. References to Admiral in this decisi... (4 pages)View decision -
Decision Reference DRN-5359344
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5359344 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to a scam, which caused him to lose money. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events $ ) In Decembe... (7 pages)View decision -
Decision Reference DRN-5713819
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713819 The complaint Mr R is unhappy that Lloyds Bank PLC didn’t send a new credit card to him in a timely manner. What happened On 13 January 2025, Mr upgraded his credit account with Lloyds as he wanted to use benefits provided by the upgraded account. The following day, Mr R cal... (3 pages)View decision -
Decision Reference DRN-5615276
24 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5615276 The complaint Mr M complains that HSBC UK Bank Plc responded unfairly when he got into financial difficulties. What happened Mr M says he had a credit card with HSBC but lost his job during the Covid epidemic. He says he couldn’t keep up with the repayments and the interest... (2 pages)View decision -
Decision Reference DRN-5162640
24 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5162640 The complaint Mr W has complained about the charges that CA AUTO FINANCE UK LTD (CA Auto), applied when he handed back a car he had acquired under a hire purchase agreement. When I refer to what Mr W and/or CA Auto have said and/or done, it should also be taken to include t... (5 pages)View decision -
Decision Reference DRN-5704886
24 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5704886 The complaint Mr S is complaining that MotoNovo Finance Limited (“MotoNovo”) mis-sold him a finance agreement for a vehicle. What happened In December 2016, Mr S entered into a hire purchase (HP) agreement with MotoNovo to finance the purchase of a car. In December 2019 he d... (3 pages)View decision
