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-6043423
30 Dec 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6043423 The complaint Mr M complains about how Hutchison 3G UK Limited trading as Three, treated him, when he took out a fixed sum loan to pay for a mobile telephone handset. For ease, throughout this decision I’ll refer to Hutchison 3G UK Limited trading as Three, as ‘Three’. What ... (3 pages)View decision -
Decision Reference DRN-5568806
30 Dec 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5568806 The complaint Mr D complains Western Union Payment Services GB Limited (WU) blocked his account and stopped a payment that had been sent to him by a relative without providing a proper explanation. Mr D is also unhappy about the service WU provided and how long it took to re... (4 pages)View decision -
Decision Reference DRN-5877143
30 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5877143 The complaint Mr D complains about the quality of a car he acquired under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). When I refer to what Mr D and/or Startline have said or did, it should also be taken to include things said or done on their... (5 pages)View decision -
Decision Reference DRN-5816041
30 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5816041 The complaint Santander UK Plc (‘Santander’) went on to increase her limit to £1,300 two weeks later. Miss F says the overdraft was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-5984968
30 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5984968 The complaint Mr and Mrs C complain that Nationwide Building Society (“Nationwide”) won’t reimburse payments they made to what they now believe to be a sophisticated investment scam. What happened The background to this complaint is well known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5491384
30 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5491384 The complaint Mr M complains that TSB Bank plc blocked his account. Mr M is also unhappy about the service TSB provided. What happened The background to this complaint is well known to both parties, so I will just outline key events here. Mr M has an account with TSB. On 1... (5 pages)View decision -
Decision Reference DRN-6043550
30 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6043550 The complaint Mrs M is unhappy with the quality of a car financed using a hire purchase agreement from Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services. What happened In April 2023 Mrs M entered into a hire purchase agreement with Volkswagen for... (4 pages)View decision -
Decision Reference DRN-6027613
30 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6027613 The complaint Mrs W complains about the repairs carried out by Accredited Insurance (Europe) Ltd for a claim made under her home insurance policy. What happened Mrs W holds home insurance cover with Accredited. The rear of her property borders a river and there’s a Riparian... (4 pages)View decision -
Decision Reference DRN-5858534
30 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5858534 The complaint Mr and Mrs H complain about the handling of their subsidence claim by INTACT INSURANCE UK LIMITED (‘Intact’) under their home insurance policy. Any reference to Intact includes the actions of its agents. What happened Mr and Mrs H have a home insurance policy... (5 pages)View decision -
Decision Reference DRN-6006422
30 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6006422 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr J has told us... (3 pages)View decision