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 387322 results
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Decision Reference DRN-6002133
5 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6002133 The complaint Miss K complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss K applied for a Vanquis credit card in August 2019. In her application, Miss K gave an annual income of... (3 pages)View decision -
Decision Reference DRN-5989155
5 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5989155 The complaint Mr L has complained about the quality of a car provided on finance by Startline Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr L with a used car on a hire purchase a... (6 pages)View decision -
Decision Reference DRN-6054499
5 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6054499 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited has recorded an owed balance of £3,600 on his motor insurance policy following the recovery of his vehicle after a road traffic accident. Some actions were taken by Admiral’s agents during the history of... (4 pages)View decision -
Decision Reference DRN-5792709
5 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5792709 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr O says that in March 2025 he received a message from someone who claimed to be from a recruitment company who asked if he would... (2 pages)View decision -
Decision Reference DRN-5793141
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5793141 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund money he lost when he fell victim to a job scam. Mr W is being represented by a claims management company in this complaint. What happened The background to this complaint is well known to both parties, s... (4 pages)View decision -
Decision Reference DRN-5815338
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5815338 The complaint Mr and Mrs T complain about the decline of their home insurance claim by Lloyds Bank General Insurance Limited (‘Lloyds’) Some of Mr and Mrs T’s dissatisfaction relates to the actions of agents acting on behalf of Lloyds. As they have accepted responsibility fo... (3 pages)View decision -
Decision Reference DRN-5855703
5 Jan 2026 Erewash Credit Union Limited Not upheldConsumer CreditDRN-5855703 The complaint Mrs D complains Erewash Credit Union Limited (Erewash) acted irresponsibly by lending to her. What happened Mrs D took out the following fixed sum loans with Erewash: • Loan 1 - In August 2020, Mrs D borrowed £2,000 with the agreement requiring her to make 24 m... (4 pages)View decision -
Decision Reference DRN-5973404
5 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5973404 The complaint Mrs S complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved two loan applications she made. What happened Mrs S applied for a £6,000 loan with Updraft over a 48 month term in February 2023 (loan 1). In her application, Mrs S said ... (3 pages)View decision -
Decision Reference DRN-5755579
5 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5755579 The complaint Mr and Mrs K complain about the decline of their home insurance claim by Intact Insurance UK Limited (‘Intact’). Some of Mr and Mrs K’s dissatisfaction relates to the actions of agents (a surveyor) acting on behalf of Intact. As they’ve accepted responsibility ... (3 pages)View decision -
Decision Reference DRN-6054471
5 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6054471 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct has declined to refund a disputed transaction that was made from his credit card account. What happened On 20 February 2025, Mr H says received a telephone call from someone claiming to be a HSBC Bank... (4 pages)View decision