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-5619601
8 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5619601 Complaint Mr B has complained about a personal loan Plata Finance Limited (“Plata”) provided to him. He says the loan was unaffordable and if his bank statements had been requested it would have been clear that he was taking this loan to fund his gambling addiction. Backgro... (3 pages)View decision -
Decision Reference DRN-5876873
8 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5876873 Complaint Miss J has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with this credit card as she already had a lot of debt and this meant that this card was unaffordable. Background I... (3 pages)View decision -
Decision Reference DRN-5746535
7 Dec 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5746535 THE COMPLAINT Mrs B complains that Marks & Spencer Financial Services Plc (“M&S”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs B is represented in this matter. However, where appropriate, I will refer to Mrs B solely in this de... (3 pages)View decision -
Decision Reference DRN-5984495
7 Dec 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5984495 The complaint Mrs W and the trustees of the W Family Protection Trust complain that Aviva Life & Pensions UK Limited unreasonably delayed the surrender of an investment within the trust. What happened In July 2014, The W Family Protection Trust was set up and a number o... (3 pages)View decision -
Decision Reference DRN-6002105
7 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6002105 The complaint Mrs O has complained about the way INTACT INSURANCE UK LIMITED trading as RSA Insurance (“RSA”) has dealt with a home insurance claim she made following an escape of water at her property. Any references to RSA in this decision include its appointed agents. Wha... (9 pages)View decision -
Decision Reference DRN-5824681
6 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5824681 The complaint Miss M complains that NewDay Ltd trading as John Lewis Partnership Credit Card acted irresponsibly by agreeing to lend to her. What happened Around April 2024 Miss M applied for a revolving credit facility (credit card) with NewDay. Her application was successf... (3 pages)View decision -
Decision Reference DRN-5924068
5 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5924068 The complaint Mrs J is unhappy HSBC UK Bank Plc wont refund money she says she lost to a scam. Mrs J is being represented by her husband, Mr J. However, to keep things simple, I’ll mainly refer to Mrs J throughout my decision. What happened Mrs J told our service she had bee... (2 pages)View decision -
Decision Reference DRN-5771191
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5771191 The complaint Miss C complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss C is being represented by a third party. To keep things simple, I will refer to Miss C throughout my decision. What happened The background o... (5 pages)View decision -
Decision Reference DRN-5771295
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5771295 The complaint Miss C complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Miss C is being represented by a third party. To keep things simple, I will refer to Miss C throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5023439
5 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5023439 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (8 pages)View decision