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 384133 results
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Decision Reference DRN-5705743
2 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5705743 The complaint Ms W complains My Finance Club Limited trading as Ondal (MFC) irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summar... (4 pages)View decision -
Decision Reference DRN-5968471
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5968471 The complaint Mrs D complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs D applied for a Marbles credit card in March 2022. In her application, Mrs D said she was employ... (3 pages)View decision -
Decision Reference DRN-5781703
2 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5781703 The complaint Mr R has complained about the way Aviva Insurance Limited communicated with him when he notified it of an incident under his car insurance policy What happened Mr R was involved in an incident with another driver. Mr R notified Aviva of the incident. He didn’t ... (4 pages)View decision -
Decision Reference DRN-5766144
2 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5766144 The complaint A company, which I’ll refer to as B, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted the company’s access to its funds. What happened B is a seller on Amazon. The company complains that funds in its seller account have been withheld in... (3 pages)View decision -
Decision Reference DRN-5497810
2 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5497810 The complaint Mr K, who brings his complaint with the assistance of a representative, complains that HSBC UK Bank Plc ought to have reimbursed funds he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them ... (4 pages)View decision -
Decision Reference DRN-5957870
2 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5957870 The complaint Mrs B complains about Intact Insurance UK Limited’s handling of her buildings insurance complaint. Mrs B is being represented by Mr S. So, I may refer to him below. All references to Intact also include its appointed agents. What happened Previous final respons... (6 pages)View decision -
Decision Reference DRN-5616904
2 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5616904 The complaint Miss H complains that Santander UK Plc won’t refund money she lost to a scam. Miss H is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss... (4 pages)View decision -
Decision Reference DRN-5970154
2 Dec 2025 Europ Assistance SA Not upheldInsuranceDRN-5970154 The complaint Miss W and Mr W have complained about the settlement of travel insurance claim by Europ Assistance SA. What happened Mr W had a rucksack taken whilst abroad – he was injured during the incident. Miss W and Mr W raised a complaint about this which has been the s... (2 pages)View decision -
Decision Reference DRN-5415129
2 Dec 2025 Sky UK Limited Not upheldConsumer CreditDRN-5415129 The complaint Mr A complains about a balance owed under a fixed sum loan agreement with Sky UK Limited. What happened In October 2024, Mr A took out a fixed sum loan agreement with Sky to buy a brand new mobile telephone device. The cash price of the device was around £1,100... (3 pages)View decision -
Decision Reference DRN-5988670
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5988670 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) lent to him irresponsibly. What happened Mr S took out a loan with Lloyds in July 2023 for home improvements. The loan was for £3,000 over 48 months with a repayment of £98.44 a month. In November 2024, Mr S complain... (3 pages)View decision
