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-5998482
12 Dec 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5998482 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited (‘SFSUK’). Mr M says the car had a series of faults which he’s had repaired. He would like compensation for the repairs... (4 pages)View decision -
Decision Reference DRN-6013848
12 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6013848 The complaint Mr C complains that Santander UK Plc failed to protect him from a scam which resulted in him losing money. He says Santander should have identified the unusual pattern of cheque activity on his account and intervened to prevent at least some of his losses. Mr C... (4 pages)View decision -
Decision Reference DRN-5704073
12 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5704073 The complaint Mrs D has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided her with credit for a vehicle. What happened In April 2019, Mrs D entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Date Amount of ... (3 pages)View decision -
Decision Reference DRN-6015501
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6015501 The complaint A – a limited company – complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) investment scam. A’s director, whom I’ll refer to as ‘Mrs G’, has brought the complaint on behalf of A.... (5 pages)View decision -
Decision Reference DRN-5821427
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5821427 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In January 2025, Mr S came across a suitcase he was interested in buying on an online marketplace. He contacted the seller, ne... (4 pages)View decision -
Decision Reference DRN-5956409
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5956409 The complaint Mr S is unhappy with Revolut Ltd’s process to remove additions to the account. What happened In August 2025 Mr S received a pop up on his Revolut app which advertised a new feature called ‘wealth protection’. He said as he was unable to clear the notification,... (2 pages)View decision -
Decision Reference DRN-5674498
12 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5674498 The complaint Fairscore Ltd trading as Updraft (‘Updraft’) provided Miss B with a personal loan in 2024. Miss B borrowed £3,000 and she was due to make 36 monthly repayments of £133.74. Miss B says the credit was provided irresponsibly. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-5813575
12 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5813575 The complaint N, a limited company, complains that Starling Bank Limited won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In 2024, N found out about an opportunity to invest in a building company. N’s director had met one of t... (7 pages)View decision -
Decision Reference DRN-5973264
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5973264 The complaint Mr P complains about the way U K Insurance Limited (“UKI”) handled a claim on his legal expenses insurance. He says the service he received was poor. What happened Mr P made a claim on his legal expenses insurance. He wanted cover for a clinical negligence clai... (3 pages)View decision -
Decision Reference DRN-5696294
11 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5696294 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money (118) acted irresponsibly when they agreed to lend to him. What happened In April 2024, Mr B successfully applied for a loan with 118 for £3,000 with an APR of 79.9% over 24 months. This meant t... (3 pages)View decision