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 388057 results
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Decision Reference DRN-5860210
8 Dec 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5860210 The complaint Mr L complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) harassed him by calling him up to three times a day. What happened Mr L has two accounts that are owned by a company within the Cabot group and service... (2 pages)View decision -
Decision Reference DRN-5677607
8 Dec 2025 Airbnb Payments UK Limited Not upheldBanking and PaymentsDRN-5677607 The complaint X complains that Airbnb Payments UK Limited (which I’ll call “APUK”) has not passed on a payment for a booking and that it has closed his account. What happened X is an Airbnb host. APUK is an electronic money institution which facilitates payments between Airb... (1 page)View decision -
Decision Reference DRN-5765339
8 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5765339 The complaint Mr S has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of th... (3 pages)View decision -
Decision Reference DRN-6003090
8 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6003090 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-5840555
8 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5840555 The complaint Mr L complains about delays in U K Insurance Limited (UKI)’s handling of his commercial property insurance claim. Reference to UKI includes its agents. Reference to Mr L also includes, where appropriate, any of his agents unless otherwise stated. What happened ... (2 pages)View decision -
Decision Reference DRN-6003082
8 Dec 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6003082 Complaint Mrs A complains that Secure Trust Bank Public Limited Company (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with her. Amongst other things, she’s said her affordability for the agreement was not properly considered at the time of sale and ... (5 pages)View decision -
Decision Reference DRN-6002865
8 Dec 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-6002865 The complaint Mr P complains about a hire agreement he entered into with Lex Autolease Ltd (‘Lex’) (which was in this instance trading as Volvo Car Leasing). What happened Mr P entered into a hire agreement with Lex in April 2015. The hire commenced in late June 2015 with a... (10 pages)View decision -
Decision Reference DRN-5952497
8 Dec 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5952497 The complaint Mr S complains about Coventry Building Society’s (CBS) administration of his savings accounts. What happened Mr S had a “Four Access Saver” savings account with CBS. He wanted to transfer money from it online to an account with another provider but was unable t... (2 pages)View decision -
Decision Reference DRN-5757827
8 Dec 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5757827 The complaint Mr S complains about the service he received from Lendable Ltd trading as Zable when trying to get a refund for transactions charged to his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at lengt... (2 pages)View decision -
Decision Reference DRN-5926784
8 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5926784 The complaint Mrs L complains that Santander UK Plc did not reimburse the funds she says she lost to a scam. What happened Mrs L was introduced to an investment opportunity by a friend. The investment was in property development with a company I will refer to as ‘B’. B was d... (3 pages)View decision