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-5997928
4 Dec 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5997928 The complaint Mr C complains about the actions of THE CO-OPERATIVE BANK P.L.C. (“Co-op”) after he fell victim to a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says he saw an advert on soci... (5 pages)View decision -
Decision Reference DRN-5998308
4 Dec 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5998308 The complaint Mr P complains that Creation Consumer Finance Ltd (“Creation”) has recorded adverse information, including hard searches, on his credit file in relation to applications for credit. What happened The background to this complaint is well-known to both parties, so... (4 pages)View decision -
Decision Reference DRN-5958808
4 Dec 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5958808 The complaint Miss B complains that Western Circle Ltd, trading as Cashfloat, lent to her irresponsibly when they provided her with two personal loans. What happened In 2025, Miss B took out two short-term personal loans with Cashfloat. The first was in March 2025, where sh... (3 pages)View decision -
Decision Reference DRN-5893987
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5893987 The complaint Mr and Mrs S’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’), (2) le... (6 pages)View decision -
Decision Reference DRN-5767750
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5767750 The complaint Mr L complains U K Insurance Limited trading as Direct Line (UKI) didn’t provide a fair refund of policy premiums for his motor insurance policy after an open claim was closed as a non-fault claim. UKI are the underwriters of this policy i.e. the insurer. Part... (3 pages)View decision -
Decision Reference DRN-5727520
4 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5727520 The complaint Mr L complains that MotoNovo Finance Limited lent to him irresponsibly when they provided him with a hire purchase (HP) agreement to finance the purchase of a motorbike. What happened In 2022, Mr L was provided with a Hire Purchase agreement by MotoNovo. Mr L ... (3 pages)View decision -
Decision Reference DRN-5891485
4 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5891485 The complaint Miss L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) failed to help her recover money she paid to several retailers. What happened As the complaint is well-known to Miss L and AESEL, I will only briefly summarise the key points. Miss L conta... (5 pages)View decision -
Decision Reference DRN-5886893
4 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5886893 The complaint Ms J is unhappy her escape of water claim hasn’t yet been settled, and she has raised issues related to her alternative accommodation being terminated. Ageas Insurance Limited (“Ageas”) were providing the home insurance policy. What happened Ms J made a claim w... (2 pages)View decision -
Decision Reference DRN-5895162
4 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5895162 The complaint Ms E complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded her money she paid for a holiday rental, or the consequential losses she incurred. Ms E also complains that Virgin Money handled her claim poorly and unprofessional... (5 pages)View decision -
Decision Reference DRN-5895004
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895004 The complaint Mr G and Ms A complain that Monzo Bank Ltd (‘Monzo’) closed their joint account. What happened Mr G and Ms A had a joint account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close Mr G and Ms A’s joint account, without providing... (2 pages)View decision