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-5793896
8 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5793896 The complaint Mrs D says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs D took out a loan for £7,500 over 60 months from Updraft in September 2022. The monthly repayments were £159.48. The loan was for debt consolidation. She says she was al... (3 pages)View decision -
Decision Reference DRN-5741812
8 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5741812 The complaint Mr S has complained that Starling Bank Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2021, Mr S was introduced to a cryptocurrency investment scheme by a trusted friend, seeing that his friends were making p... (3 pages)View decision -
Decision Reference DRN-5879027
8 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5879027 The complaint Mr K has complained that THE CO-OPERATIVE BANK P.L.C. (“Co-op Bank”) didn’t tell him that he’d need a paying in slip if he wanted to pay money into his account in a Post Office. Mr K has also complained that he was promised a call back by Co-op Bank and he says... (2 pages)View decision -
Decision Reference DRN-5734093
8 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5734093 The complaint Mrs F complains about how Barclays Bank UK PLC trading as Tesco Bank (‘TB’) handed a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvin... (5 pages)View decision -
Decision Reference DRN-6005167
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6005167 The complaint Mr B and the estate of Mrs B’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 Mr and Mrs B under Section 140A of the Consumer Credit Act 1974 (as am... (5 pages)View decision -
Decision Reference DRN-5680877
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5680877 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. In bringing his complaint to this service Mr H is represented, but for ease of reading I will refer to Mr H, throughout this decision. What happene... (3 pages)View decision -
Decision Reference DRN-5563116
8 Dec 2025 EE Limited UpheldConsumer CreditDRN-5563116 The complaint Mrs U complains about the information given to her before she took out a fixed sum loan agreement with EE Limited. What happened In October 2024, Mrs U contacted EE to talk about some deals they could offer her, if she were to switch her mobile telephone servic... (3 pages)View decision -
Decision Reference DRN-5983736
8 Dec 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5983736 The complaint Mr L complains that Hastings Insurance Services Limited cancelled his motor insurance policy after it had agreed an extension for him to make up missed payments. What happened Mr L said Hastings agreed to provide him with an extension in order to make up misse... (3 pages)View decision -
Decision Reference DRN-5734590
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5734590 The complaint Miss B complains that Nationwide Building Society unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss B had an account with Nationwide. Miss B has explained that she hasn’t long moved to the UK to study and as a result ... (4 pages)View decision -
Decision Reference DRN-6005073
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6005073 The complaint Mr and Mrs D’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 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision