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 381194 results
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Decision Reference DRN-5625684
3 Nov 2025 Bamboo Limited Not upheldConsumer CreditDRN-5625684 Complaint Miss J has complained about a loan Bamboo Limited (“Bamboo”) provided to her. She says that the loan was unaffordable given her circumstances and the amount of debt that she already had at the time. Background Bamboo provided Miss J with a loan for £10,000.00 in A... (3 pages)View decision -
Decision Reference DRN-5680417
3 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5680417 Complaint Mr G has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background In February 2022, 118 118 Money provided Mr G with a credit car... (3 pages)View decision -
Decision Reference DRN-5748586
3 Nov 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5748586 Complaint Mr C has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided him with a catalogue shopping account and limit increase. He’s said that that this resulted in his debt spiralling and him falling behind on his priority bills a... (5 pages)View decision -
Decision Reference DRN-5921600
2 Nov 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5921600 The complaint Miss W established a Property and Financial Affairs Lasting Power of Attorney (‘LPA’) in 2011, her brother (who I’ll refer to as ‘Mr A’) was named in the LPA as an attorney. Mr A is also acting as Miss W’s representative in this complaint. Miss W complains tha... (12 pages)View decision -
Decision Reference DRN-5920240
2 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5920240 THE COMPLAINT Mr M complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ... (4 pages)View decision -
Decision Reference DRN-5918411
2 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5918411 The complaint Miss A complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined her claim for damage to her car, under her motor insurance policy. What happened Miss A explained her car suffered from a sudden and catastrophic mechanical failure. This... (3 pages)View decision -
Decision Reference DRN-5640703
2 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5640703 The complaint Mr and Mrs K complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their claim and cancelled their home insurance policy, following damage caused by an escape of water. References to Lloyds include its agents and contractors. What h... (5 pages)View decision -
Decision Reference DRN-5823539
1 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5823539 The complaint Mr J complains that Barclays Bank UK PLC opened an incorrect Individual Savings Account (ISA) in April 2023 which meant he could not make any further payments resulting in a loss of interest. What happened Mr J says he asked Barclays to open a fixed rate ISA on... (2 pages)View decision -
Decision Reference DRN-5921295
31 Oct 2025 VIRGIN MONEY UNIT TRUST MANAGERS LIMITED Not upheldInvestmentsDRN-5921295 The complaint The estate of Mr C complains that Virgin Money Unit Trust Managers Limited, trading as Virgin Money, were ‘incompetent’ and failed to communicate when dealing with the settlement of his investment ISA. The complaint is made on behalf of the estate by the late M... (8 pages)View decision -
Decision Reference DRN-4815815
31 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4815815 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 ... (3 pages)View decision
