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 380824 results
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Decision Reference DRN-5791071
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5791071 Complaint Miss V has complained that TSB Bank plc (“TSB”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that this was irresponsible and resulted in her having to borrow from family in order to make her payments. Backgrou... (7 pages)View decision -
Decision Reference DRN-5813615
23 Sep 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5813615 The complaint Mr B complains Western Circle Ltd trading as Cashfloat (“Cashfloat”) irresponsibly lent to him, and didn’t treat him with forbearance when he was in financial difficulties. What happened In April 2023 Mr B applied for a loan with Cashfloat for £500. It was acc... (3 pages)View decision -
Decision Reference DRN-5834444
23 Sep 2025 DTE Risk and Financial Management Limited UpheldPensions and AnnuitiesDRN-5834444 The complaint Mr W has complained about the advice he received from DTE Risk and Financial Management Limited trading as DTE Financial Planning (‘DTE’) to transfer his existing pensions to a self-invested personal pension (‘SIPP’). Mr W has also complained about the ongoing ... (11 pages)View decision -
Decision Reference DRN-5834440
23 Sep 2025 Connectum Limited UpheldBanking and PaymentsDRN-5834440 The complaint H, a company, complains that Connectum Limited won’t release funds held in their account. They’d like the money released to them, and interest added. What happened The facts of this case aren’t in dispute – so I will only cover them briefly there. H held funds... (2 pages)View decision -
Decision Reference DRN-5831848
23 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5831848 The complaint Miss C says HSBC UK Bank Plc, trading as first direct, irresponsibly lent to her. What happened Miss C took out two loans from HSBC. The first, in July 2021, was for £9,000 over 60 months. The monthly repayments were £162.89. The second, in August 2021, was for... (3 pages)View decision -
Decision Reference DRN-5759672
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5759672 The complaint Mr G is being represented by a claims manager. He’s complaining about HSBC UK Bank Plc trading as first direct because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel investment scam after he responded ... (4 pages)View decision -
Decision Reference DRN-5641776
23 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5641776 The complaint Mrs D complains that NewDay Ltd didn’t sufficiently check whether she could sustain the repayments before they agreed to lend to her. What happened In September 2020 Mrs D applied for a credit card with NewDay. Her application was successful and NewDay issued h... (4 pages)View decision -
Decision Reference DRN-5687580
23 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5687580 The complaint Mr B made a claim on his motor insurance policy with U K Insurance Limited (‘UKI’). He says it’s garage didn’t ensure that all the necessary repairs to his car were completed. What happened Mr B’s car was damaged in an accident. He got it back from UKI’s garag... (2 pages)View decision -
Decision Reference DRN-5712845
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5712845 The complaint Mr F complained about the way Santander UK Plc dealt with a claim for money back for a hotel stay he paid for using his credit card. What happened The circumstances of the complaint are familiar to both parties, so I’ll summarise the key points. Mr F booked a... (5 pages)View decision -
Decision Reference DRN-5322793
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322793 THE COMPLAINT Ms D complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost due to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (3 pages)View decision
