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-5886875
16 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5886875 The complaint Miss C complains that Santander UK Plc gave her incorrect information in relation to her overdraft facility. What happened Miss C took out an account with Santander that had an overdraft facility; the account was initially a student account that didn’t attract... (4 pages)View decision -
Decision Reference DRN-5876857
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5876857 The complaint Miss V complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened Miss V says that around November 2023 she made contact with a representative of an investment company, by messaging app and telephone and was persuaded to... (4 pages)View decision -
Decision Reference DRN-5860076
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5860076 The complaint Mr V complains HSBC UK Bank Plc unfairly declined his claim under Section 75 of The Consumer Credit Act 1974 (“Section 75”) for payments made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (3 pages)View decision -
Decision Reference DRN-5508910
16 Oct 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5508910 The complaint Mr H has complained about the way Hutchison 3G UK Limited trading as Three (“Three”) is administering a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over e... (3 pages)View decision -
Decision Reference DRN-5613904
16 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5613904 The complaint Mr C complains that Shawbrook Bank Limited (“Shawbrook”) irresponsibly provided him with a loan whilst he was vulnerable and without conducting affordability checks. What happened Shawbrook provided Mr C with a loan for £10,000 on 12 April 2019. The loan was t... (4 pages)View decision -
Decision Reference DRN-5686573
16 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5686573 The complaint Mr K complains Creation Consumer Finance Ltd unfairly reduced his credit limit. What happened Mr K opened a running credit account with Creation in 2022, with a limit of £5,000. In February 2025, Creation wrote to Mr K to say it had reviewed his account and ta... (2 pages)View decision -
Decision Reference DRN-5867658
16 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5867658 The complaint Ms M complains about the service she received from Bank of Scotland plc trading as Halifax (“Halifax”) when investing a lump sum received from her pension. In particular, Ms M says she was wrongly advised if she invested her funds across two products she wouldn... (3 pages)View decision -
Decision Reference DRN-5778537
16 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5778537 The complaint Mr M1 and Mr M2 complain that AXA PPP Healthcare Limited declined a claim on a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for ... (2 pages)View decision -
Decision Reference DRN-5659050
16 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5659050 The complaint Ms B has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a villa she paid for using her credit card. What happened In September 2023, Ms B used her Virgin Money credit card ... (6 pages)View decision -
Decision Reference DRN-5588580
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5588580 THE COMPLAINT Mr L complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr L is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr L solely in this decision for ... (3 pages)View decision