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 386796 results
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Decision Reference DRN-5560336
3 Jul 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5560336 The complaint Mr N complains about the way SCOTTISH WIDOWS LIMITED (SWL) has handled the maturity of his investment policy. He says errors were made and his queries weren’t handled properly. What happened In 1981, Mr N took out a With Profits Life Assurance Policy with SWL.... (3 pages)View decision -
Decision Reference DRN-5370413
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5370413 The complaint Mrs S complains that Santander UK PLC lent to her irresponsibly. What happened In January 2017, Mrs S applied for and received, a loan from Santander. It was agreed on the following terms: Date Amount Term Monthly Repayment Total repayable 6 January 2017 £1,50... (4 pages)View decision -
Decision Reference DRN-5665690
3 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665690 The complaint Miss W complains Santander UK Plc did not provide her with proper support and safeguarding as a vulnerable consumer in relation to her current account and overdraft with them. What happened I issued my provisional findings to both parties setting out why I did... (6 pages)View decision -
Decision Reference DRN-5632705
3 Jul 2025 Fairscore Ltd UpheldConsumer CreditDRN-5632705 The complaint Mr H complains Fairscore Ltd, trading as Updraft (“Updraft”), failed to carry out a proportionate affordability assessment before it lent to him. Mr H has also complained about the service he received when he tried to set up repayment arrangements with Updraft.... (4 pages)View decision -
Decision Reference DRN-5621056
3 Jul 2025 Gain Credit LLC UpheldConsumer CreditDRN-5621056 The complaint Miss M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found below. loan number loan... (4 pages)View decision -
Decision Reference DRN-5487754
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5487754 Complaint Mr H complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In January 2023, Moneybarn... (3 pages)View decision -
Decision Reference DRN-5594920
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5594920 Complaint Mrs C has complained about a loan Santander UK Plc (“Santander”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Santander provided Mrs C with a loan for £7,000.00 in January 2020. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-5391663
3 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5391663 The complaint Mr S has complained about AXA Insurance UK Plc trading as Swiftcover. He isn’t happy about the increase in his motor insurance premium when he moved address. What happened Mr S moved address, and he was surprised to find out that his premium increased when he e... (2 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN-5665647
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665647 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In late 2024, Mr H received a series of credits from various third parties, which were quickly spent or forwarded on. Multiple institutions reported that Mr H had recei... (4 pages)View decision
