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 391431 results
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Decision Reference DRN-5793141
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5793141 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund money he lost when he fell victim to a job scam. Mr W is being represented by a claims management company in this complaint. What happened The background to this complaint is well known to both parties, s... (4 pages)View decision -
Decision Reference DRN-5815338
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5815338 The complaint Mr and Mrs T complain about the decline of their home insurance claim by Lloyds Bank General Insurance Limited (‘Lloyds’) Some of Mr and Mrs T’s dissatisfaction relates to the actions of agents acting on behalf of Lloyds. As they have accepted responsibility fo... (3 pages)View decision -
Decision Reference DRN-5855703
5 Jan 2026 Erewash Credit Union Limited Not upheldConsumer CreditDRN-5855703 The complaint Mrs D complains Erewash Credit Union Limited (Erewash) acted irresponsibly by lending to her. What happened Mrs D took out the following fixed sum loans with Erewash: • Loan 1 - In August 2020, Mrs D borrowed £2,000 with the agreement requiring her to make 24 m... (4 pages)View decision -
Decision Reference DRN-5973404
5 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5973404 The complaint Mrs S complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved two loan applications she made. What happened Mrs S applied for a £6,000 loan with Updraft over a 48 month term in February 2023 (loan 1). In her application, Mrs S said ... (3 pages)View decision -
Decision Reference DRN-5755579
5 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5755579 The complaint Mr and Mrs K complain about the decline of their home insurance claim by Intact Insurance UK Limited (‘Intact’). Some of Mr and Mrs K’s dissatisfaction relates to the actions of agents (a surveyor) acting on behalf of Intact. As they’ve accepted responsibility ... (3 pages)View decision -
Decision Reference DRN-6054471
5 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6054471 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct has declined to refund a disputed transaction that was made from his credit card account. What happened On 20 February 2025, Mr H says received a telephone call from someone claiming to be a HSBC Bank... (4 pages)View decision -
Decision Reference DRN-6054075
5 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6054075 The complaint Miss R is unhappy that Santander UK Plc didn’t update her address and sent account arrears’ notices to an incorrect address as a result. What happened In July 2024, Miss R spoke with Santander because the last three contractually required monthly payments to h... (3 pages)View decision -
Decision Reference DRN-5990904
5 Jan 2026 Covea Insurance plc UpheldInsuranceDRN-5990904 The complaint Miss H complains that Covea Insurance plc cancelled her home insurance policy, declined her claim and handled the claim unfairly. Reference to Covea includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, ... (3 pages)View decision -
Decision Reference DRN-5874414
5 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-5874414 The complaint Mr and Mrs K are unhappy with how their claim has been handled and progressed and they’re disappointed with the compensation offered by U K Insurance Limited (“UKI”) under their home insurance policy. Mr and Mrs K had representation for the complaint, but for e... (3 pages)View decision -
Decision Reference DRN-5872332
5 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5872332 The complaint Mr S has complained Clydesdale Bank plc, trading as Virgin Money, has only refunded half of his losses following being the victim of an investment scam. What happened In 2022 Mr S was approached by a third party inviting him to make investments at an attractive... (3 pages)View decision