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-5592565
15 Oct 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5592565 The complaint Miss F has complained that Red Sands Insurance Company (Europe) Limited unreasonably increased her pet policy premium for her renewal in February 2025. What happened Miss F took out a lifetime pet policy for her cat in February 2014 with Red Sands. In the rene... (2 pages)View decision -
Decision Reference DRN-5808401
15 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5808401 The complaint Mr B complains that STARTLINE MOTOR FINANCE LIMITED approved a vehicle finance agreement for him which he could not afford. He also complains that he was not aware of the balloon payment and the repayments for the finance led to him not being able to afford the... (4 pages)View decision -
Decision Reference DRN-5551646
15 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5551646 The complaint Mr H is unhappy that PayPal UK Ltd trading as PayPal (“PayPal”) hasn’t refunded him money he lost to what he believes was a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in summa... (2 pages)View decision -
Decision Reference DRN-5639053
15 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5639053 The complaint Mrs H has complained about a personal loan that The Royal Bank of Scotland Plc (“RBS”) provided to her. What happened In October 2018, RBS provided Mrs H with a loan for £25,000. The loan was taken out for home improvements and was due to be repaid in 60 month... (3 pages)View decision -
Decision Reference DRN-5844901
15 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5844901 The complaint Mrs N is unhappy that Unum Ltd (Unum) declined her claim under her group income protection policy. Any reference to Unum includes all its agents. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of ... (4 pages)View decision -
Decision Reference DRN-5772179
15 Oct 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5772179 The complaint Miss A complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. What happened Miss A was provided with an £11,000 loan by Updraft in October 2024. The loan term was 49 months, and Miss A was required to make monthly repayments of... (3 pages)View decision -
Decision Reference DRN-5727512
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5727512 The complaint Miss B complains Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly lent to her. What happened In July 2024 Miss B applied for a loan with Lending Stream. The application was accepted and she was provided with a loan for £1,300, to be re... (3 pages)View decision -
Decision Reference DRN-5733828
15 Oct 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5733828 The complaint Mr E complains that Phoenix Life Limited (“Phoenix”) has failed to manage the investments he holds as part of his pension savings in a professional manner. What happened Mr E holds pension savings with Phoenix arising from a pension plan he opened in December 1... (3 pages)View decision -
Decision Reference DRN-5498602
15 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5498602 The complaint S complain that ClearBank Limited (Tide) won’t refund the money they lost when they sent payments to what they now believe to have been a scam. Ms R complains on behalf of S. What happened The background to this complaint is well known to both parties, so I won... (4 pages)View decision -
Decision Reference DRN-5813611
15 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5813611 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follow... (4 pages)View decision