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 401363 results
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Decision Reference DRN-5896056
15 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5896056 The complaint Mr O complains Santander UK Plc recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr O had an account with Santander. In December 2022, it was credited with several th... (3 pages)View decision -
Decision Reference DRN-6008733
15 Dec 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-6008733 The complaint Mr P complains that The IPS Partnership Limited trading as James Hay Partnership (James Hay) is taking more than 50% of the interest earned on the portion of his self-invested personal pension (SIPP) held in cash. What happened Mr P has a SIPP with James Hay. ... (4 pages)View decision -
Decision Reference DRN-6020370
15 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6020370 The complaint Mr A has complained that Santander UK Plc won’t refund money he lost to a scam. What happened Mr A has said he was contacted by who he thought was a lawyer in Romania, stating his family qualified for citizenship. Mr A wanted his father and sisters to have a m... (4 pages)View decision -
Decision Reference DRN-5779468
15 Dec 2025 Bamboo Limited Not upheldConsumer CreditDRN-5779468 The complaint Miss G says Bamboo Limited irresponsibly lent to her. What happened Miss G took out a loan for £5,000 over 48 months in July 2022. The monthly repayments were £169.40 and the total repayable was £8,131.36. She complains that Bamboo didn’t carry out proper affor... (3 pages)View decision -
Decision Reference DRN-6020877
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6020877 The complaint Mr and Mrs M’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’) and (2)... (13 pages)View decision -
Decision Reference DRN-5976496
15 Dec 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5976496 The complaint Miss L complains that Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai) have been unreasonable not to allow her to refinance a balloon payment. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pr... (2 pages)View decision -
Decision Reference DRN-5922253
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5922253 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that i... (3 pages)View decision -
Decision Reference DRN-6013974
15 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-6013974 The complaint Mrs C and the estate of Mr P complain about Aviva Insurance Limited (“Aviva”) and the refusal to cover all the damage believed to have been caused by subsidence. They also complain about the level of service provided by Aviva during the claim process. Mrs C and... (6 pages)View decision -
Decision Reference DRN-5970358
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5970358 The complaint Mr W has complained about how Revolut Ltd (Revolut) handled a refund claim he made to them. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and w... (3 pages)View decision -
Decision Reference DRN-6018964
15 Dec 2025 Currensea Limited Not upheldBanking and PaymentsDRN-6018964 The complaint Mr O complains Currensea Limited won’t refund transactions made on his account which he says he didn’t make or authorise. What happened Mr O contacted Currensea about three payments from his account totalling £2,494 on 11 June 2024. All three payments were mad... (4 pages)View decision