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 392389 results
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Decision Reference DRN-5107608
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5107608 The complaint Mr and Mrs M’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 (the ‘CCA’), (2) deciding again... (16 pages)View decision -
Decision Reference DRN-5901481
15 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5901481 The complaint Miss H has complained that My Finance Club Limited trading as Ondal.co.uk (Ondal) unfairly provided her with a loan. What happened In March 2023, Miss H entered into a loan agreement with Ondal as shown below: Date Amount of credit Term Total repayable Marc... (3 pages)View decision -
Decision Reference DRN-6020685
15 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-6020685 The complaint Mr H complains that Next Retail Limited (Next) gave him a credit limit and subsequent limit increase, he couldn’t afford to repay. What happened In December 2021 Mr H was given a catalogue shopping account with an initial limit of £300. This was increased to £... (2 pages)View decision -
Decision Reference DRN-5741904
15 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5741904 The complaint Mr W complains about the charges that STARTLINE MOTOR FINANCE LIMITED (Startline), applied when he handed back a car he had acquired under a hire purchase agreement. When I refer to what Mr W and/or Startline said or did, it should also be taken to include thi... (4 pages)View decision -
Decision Reference DRN-5813718
15 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5813718 The complaint Mr O has complained Wise Payments Limited, trading as Wise, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O found that there was a CIFAS marker in his name which had been lodged by Wise in 2025. He opened an ... (2 pages)View decision -
Decision Reference DRN-6003898
15 Dec 2025 Andrew Hope Investment Limited UpheldInvestmentsDRN-6003898 The complaint Mr and Mrs T complain that they were given unsuitable investment advice by Andrew Hope Investment Limited resulting in a loss of their investment. What happened Mr and Mrs T both have individual Cash ISA policies, but as their complaint points are identical, I... (4 pages)View decision -
Decision Reference DRN-5681360
15 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5681360 The complaint Mr S complain Santander UK Plc will not reimburse funds he lost to a scam. Mr S is represented by a firm, but for ease I have only referred to him in this decision. What happened The details of this complaint are well known to both parties so I won’t repeat it ... (4 pages)View decision -
Decision Reference DRN-5920411
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5920411 Complaint Ms K is unhappy that Revolut Ltd didn’t reimburse her after she reported falling victim to a scam. Background In 2023, Ms K fell victim to an investment scam. She responded to an online advertisement for an investment firm that appeared to be endorsed by a well-kno... (3 pages)View decision -
Decision Reference DRN-6020653
15 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-6020653 The complaint Mr Y and Mrs Y have complained about the cash settlement offered by esure Insurance Limited (esure) to settle a claim under their home insurance policy. References to esure include companies acting on its behalf. What happened Mr Y and Mrs Y made a claim for ... (5 pages)View decision -
Decision Reference DRN-6020491
15 Dec 2025 Handelsbanken plc Not upheldMortgagesDRN-6020491 The complaint Mr and Mrs S complain about secured loans they hold with Handelsbanken plc. They believe these loans should have been treated as regulated mortgage contracts and Handelsbanken is in breach of its regulatory obligations by not providing the facilities in a manne... (10 pages)View decision