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 383377 results
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Decision Reference DRN-5848062
18 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5848062 The complaint Miss G says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Miss G took out two loans from Updraft. The first, in February 2024, was for £3,500 over 37 months. The monthly repayments were £148.41 and the total repayable was £5,437.82... (3 pages)View decision -
Decision Reference DRN-5839909
18 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5839909 The complaint Ms A complains that HSBC UK Bank Plc ought to have done more to protect her from fraud and recover her losses. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around July 2024, Ms ... (4 pages)View decision -
Decision Reference DRN-5723817
18 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5723817 The complaint Mr S complained that Ageas Insurance Limited (“Ageas”) dealt unfairly with a claim made against his motor insurance policy. What happened In January 2025 Mr S received a text message and letter from Ageas. It told him a third party (“TP”) had been involved in a... (3 pages)View decision -
Decision Reference DRN-5767677
18 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5767677 The complaint Miss H complains Capital One (Europe) plc (Capital One) incorrectly recorded a missed payment on her credit file. What happened Miss H complains Capital One marked her credit file in March 2025 as having a missed payment, even though she corrected this by makin... (2 pages)View decision -
Decision Reference DRN-5766807
18 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5766807 The complaint Mr P complains Wise Payments Limited cancelled a payment a third party made into his account. What happened Mr P explained a client arranged a transfer into his Wise account in early February 2025. Mr P said Wise contacted him the same day stating it had cancel... (3 pages)View decision -
Decision Reference DRN-5957671
18 Nov 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5957671 The complaint Mr J complains that Domestic & General Insurance Plc (‘D&G’) failed to cancel a warranty for an appliance that had been replaced. What happened In February 2025, Mr J discovered he had two D&G warranties for two tumble dryers during a review of his ... (3 pages)View decision -
Decision Reference DRN-5955275
18 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5955275 The complaint Miss C complains that Pinnacle Insurance Limited declined a claim on her pet insurance policy. What happened In June 2024 Miss C made a claim on the pet insurance she had in place at that time for treatment costs relating to septic arthritis on one of her dog’s... (3 pages)View decision -
Decision Reference DRN-5947038
18 Nov 2025 CETA INSURANCE LTD UpheldInsuranceDRN-5947038 The complaint Mrs B and Mr P complain CETA Insurance Ltd (“CETA”) provided the wrong information about the construction of their property to the insurer when they were applying for their property insurance policy. As a result, when they came to claim on their policy, the ins... (3 pages)View decision -
Decision Reference DRN-5939101
18 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5939101 The complaint Mr B complains that Atom Bank PLC didn’t apply the correct interest rate when he closed his Instant Savier Reward account. What happened The details of this complaint are well known to both parties, so I won’t repeat it all here. Instead, I’ll provide a summar... (2 pages)View decision -
Decision Reference DRN-5839119
18 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5839119 The complaint Mrs B and Mr P complain Aviva Insurance Limited (“Aviva”) caused delays to their claim on their property insurance policy following a fire and failed to mitigate the loss. They’re also unhappy Aviva initially decided to settle the claim on a proportionate basis... (3 pages)View decision
