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 370149 results
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Decision Reference DRN-5641120
30 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5641120 The complaint Mr H has complained that Madison CF UK Limited trading as 118 118 Money (Madison) unfairly provided him with a loan. What happened On 18 September 2021, Mr H entered into a loan agreement with Madison as shown below, to consolidate his debt. Date Amount of cr... (3 pages)View decision -
Decision Reference DRN-5473348
30 Jun 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)View decision -
Decision Reference DRN-5637455
30 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5637455 The complaint Mr and Mrs F’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)... (13 pages)View decision -
Decision Reference DRN-5346873
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5346873 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) will not refund money he lost to a scam. What happened On 27 November 2023 Mr H made three transfers totalling £6,308.58 to an account he held with another bank that I’ll refer to as R. Mr H said he ... (2 pages)View decision -
Decision Reference DRN-5652197
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652197 The complaint Mr T complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr T throughout this decision. What happened The background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5254222
30 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5254222 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) didn’t uphold his claim for a faulty sofa under Section 75 of the Consumer Credit Act 1974 (Section ( ! + , What happened On 18 August 2023 Mr G bought a sofa set using his credit card with HSBC. He paid £1800 for ... (3 pages)View decision -
Decision Reference DRN-5351124
30 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5351124 The complaint Mr S complains that Transunion International UK limited (TU) allowed false information to be recorded onto his credit file because they failed to validate it properly. What happened Mr S raised a dispute with TU when he saw a default recorded on his credit file... (2 pages)View decision -
Decision Reference DRN-5574256
30 Jun 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5574256 The complaint Mr K is unhappy that Tesco Personal Finance Limited (‘Tesco’) took a direct debit payment when he’d already paid his credit card bill. Mr K complains Tesco won’t clearly explain why this happened. What happened Mr K received his credit card statement which as... (4 pages)View decision -
Decision Reference DRN-5646434
30 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5646434 The complaint Miss D has complained about AXA PPP Healthcare Limited declining a claim she made on a private medical insurance policy. What happened In December 2024 Miss D had a platelet rich plasma (PRP) injection due to having painful tennis elbow. AXA had declined to p... (3 pages)View decision -
Decision Reference DRN-5512468
30 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5512468 The complaint Miss B complains Secure Trust Bank Plc trading as Moneyway (Moneyway) irresponsibly entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Miss B took out a hire p... (6 pages)View decision
