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-5513375
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5513375 The complaint Company R complains that Revolut Ltd is holding it responsible for a transaction it made as part of a scam. R is also unhappy that Revolut allowed the transaction to be processed without intervention. A legal representative is bringing this complaint on R’s be... (3 pages)View decision -
Decision Reference DRN-5951942
14 Nov 2025 Lowell Financial Ltd Not upheldConsumer CreditDRN-5951942 The complaint Miss R complains Lowell Financial Ltd (“Lowell”) have contributed to an unfair relationship under Section 140A (s.140A) of the Consumer Credit Act 1974 (CCA 1974) in relation to a debt they’re asking her to repay. A representative has supported Miss R in bringi... (4 pages)View decision -
Decision Reference DRN-5901169
14 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5901169 The complaint Mr O’s complaint relates to a buy-to-let mortgage he has with Topaz Finance Limited trading as Hessonite Mortgages. He believes that Hessonite has failed to apply a discount to the interest rate he was entitled to from 2012, which resulted in him suffering a fi... (3 pages)View decision -
Decision Reference DRN-5819145
14 Nov 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5819145 The complaint Miss B complains that PROPEL HOLDINGS (UK) LIMITED, trading as Quidmarket, lent to her when she could not afford it and was dealing with a gambling issue and other concerns. What happened Miss B took a loan for £600 in February 2023 and the repayments were £199... (3 pages)View decision -
Decision Reference DRN-5819554
14 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5819554 The complaint Mr P complains TSB Bank PLC (“TSB”) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail. In short, Mr P says he fell victim to a ‘Job... (3 pages)View decision -
Decision Reference DRN-5950200
14 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5950200 The complaint Ms M complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. She wants all interest and charges applied to the loan refunded along with statutory interest and any negative information removed from her credit file. What happened ... (5 pages)View decision -
Decision Reference DRN-5951564
14 Nov 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5951564 The complaint Mr O complains that Highway Insurance Company Limited (HICL) unfairly declined a claim on his motor insurance policy. Mr O’s policy is branded in the name of the car’s manufacturer. However, the cover is provided by HICL which underwrites the policy. Another fi... (7 pages)View decision -
Decision Reference DRN-5510183
14 Nov 2025 Unum Ltd Not upheldInsuranceDRN-5510183 The complaint Mr M is unhappy that Unum Ltd stopped paying a claim he made on his employer’s group income protection policy. What happened Mr M successfully claimed on his employer’s group income protection scheme following symptoms associated with several health issues incl... (3 pages)View decision -
Decision Reference DRN-5759176
14 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5759176 The complaint Mr E complains that Nationwide Building Society agreed to switch his joint mortgage to interest only payments without his consent. He says this caused him financial harm and made the situation with his ex-partner more difficult. What happened Mr E took out a jo... (3 pages)View decision -
Decision Reference DRN-5795056
14 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5795056 The complaint Mrs I complains that Bank of Scotland plc (“BoS”) did not reimburse the funds she says she lost to a scam. What happened Mrs I was approached by an individual she had purchased properties through before for investment. She trusted the individual and the company... (4 pages)View decision