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-5995901
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5995901 The complaint Mr F has complained that his bank, Santander UK Plc (‘Santander’), refused to refund money he lost when he fell victim to a scam. What happened I issued a provisional decision regarding this complaint last month and I said I was not considering upholding it. A... (7 pages)View decision -
Decision Reference DRN-5936734
4 Dec 2025 Connells Limited Not upheldInsuranceDRN-5936734 The complaint Mr and Mrs M complain about advice they received from Connells Limited in relation to protection cover on their mortgage. They say they have now been left without adequate cover for their needs. What happened In 2000, Mr and Mrs M received advice from a represe... (3 pages)View decision -
Decision Reference DRN-5886026
4 Dec 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5886026 The complaint A company, which I’ll refer to as K, complains that Stripe Payments UK Limited ceased providing services to it and closed its account. What happened K offers mortgage advice. K opened an account with Stripe in March 2025 to accept card payments through its webs... (2 pages)View decision -
Decision Reference DRN-5994980
4 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5994980 The complaint Mr T complains that TSB Bank plc unfairly restricted his account and asked him for information. What happened In July, TSB restricted Mr T’s account and asked him for information about payments he received. Mr T says he responded to TSB’s requests several times... (2 pages)View decision -
Decision Reference DRN-5994241
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994241 The complaint Mrs M’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 them under Section 140A of the Consumer Credit Act 197... (6 pages)View decision -
Decision Reference DRN-5792185
4 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5792185 The complaint Mr F and Ms W’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) de... (10 pages)View decision -
Decision Reference DRN-5971091
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5971091 The complaint Mr A complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of an investment scam. Mr A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (5 pages)View decision -
Decision Reference DRN-5577582
4 Dec 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5577582 The complaint Mr A complains that Lendable Ltd trading as Zable (Zable) irresponsibly entered into a credit card agreement with him and increased his credit limit on several occasions, which he could not afford to repay. What happened In October 2021, Mr A applied for a cre... (3 pages)View decision -
Decision Reference DRN-5934996
4 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5934996 The complaint Mr M & Ms M complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t provide them with a courtesy car following a claim on their motor insurance policy. What happened Mr M & Ms M had a motor insurance policy with Admiral covering their car... (3 pages)View decision -
Decision Reference DRN-5625715
4 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5625715 The complaint NewDay Ltd trading as Aqua provided Miss A with a credit card in 2021. It had a credit limit of £1,200. Miss A says the credit was provided irresponsibly. What happened Miss A complains about NewDay’s lending decisions below: Date Event Credit Limit April 202... (2 pages)View decision