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 370902 results
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Decision Reference DRN-5589749
29 May 2025 Fairscore Ltd UpheldConsumer CreditDRN-5589749 The complaint Mrs F says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs F took out a loan for £3,500 over 48 months from Updraft on 6 September 2024. The monthly repayments were £135.45 and the total repayable was £6,414.37. She says she shou... (4 pages)View decision -
Decision Reference DRN-5530266
29 May 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5530266 The complaint Miss A complains that Glow Financial Services Limited trading as Samsung Finance (“Samsung Finance”) is holding her liable for a credit agreement she took out to buy a new phone. Miss A says the phone wasn’t delivered back to her after she’d sent it to Samsung ... (3 pages)View decision -
Decision Reference DRN-5350186
29 May 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5350186 The complaint Mrs A complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) is holding her liable for a credit agreement she took out to buy a new phone. Mrs A says the phone wasn’t delivered. Mrs A is being represented in this compla... (3 pages)View decision -
Decision Reference DRN-5091321
29 May 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5091321 The complaint Mrs B complains that Sainsbury’s Bank Plc (“Sainsbury’s”) hasn’t refunded her a payment she made to an online ticketing agency. What happened In July 2023, Mrs B bought tickets to attend an overseas music event from an online ticketing agency that I’ll call ‘W’... (4 pages)View decision -
Decision Reference DRN-5591881
29 May 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5591881 The complaint Mrs S complains that Wise Payments Limited (‘Wise’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs S says that she saw a celebrity endorsed advert on social media about an investment opportunity. She clicked a link and shor... (7 pages)View decision -
Decision Reference DRN-4976493
29 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4976493 The complaint Mrs D complains that Revolut Ltd won’t refund her the money she lost in a work tasks scam. Mrs D is being represented by a professional representative, but for ease of reading I’ll just refer to her. What happened The circumstances surrounding this complaint ar... (4 pages)View decision -
Decision Reference DRN-5366371
29 May 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5366371 The complaint Mr A complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) is holding him liable for the debt on a loan which he says was irresponsibly lent. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (2 pages)View decision -
Decision Reference DRN-5467621
29 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5467621 The complaint Mrs H and Mr S complain that Covea Insurance Plc (“Covea”) unfairly declined their claim and avoided (treated it as though it never existed) Mrs H’s home contents insurance policy. Mrs H and Mr S are represented by their son. I’ll refer to Mrs H in my decision ... (3 pages)View decision -
Decision Reference DRN-5340193
29 May 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5340193 The complaint Mr S complains that Scottish Equitable Plc (“Aegon”) failed to apply the proceeds of an investment sale to his pension account in a timely manner. What happened Mr S holds pension savings with Aegon in a self-invested personal pension plan (“SIPP”). That plan i... (3 pages)View decision -
Decision Reference DRN-5226155
29 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5226155 The complaint Ms Z has complained that Santander UK Plc wont refund money she says she lost to a scam. What happened Where the circumstances of the complaint are well known to both parties, I won’t detail them again here. Rather, I’ll focus on setting out the key reasons fo... (3 pages)View decision
