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-6014353
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014353 The complaint Mr K complains that HSBC UK Bank Plc will not refund money he lost to a scam. Mr K is represented by a firm, but for ease I have only referred to Mr K in my decision What happened The details of this complaint are well known to both parties, so I won’t repeat t... (3 pages)View decision -
Decision Reference DRN-5682657
15 Dec 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5682657 The complaint Mr K complains Sainsbury’s Bank Plc are treating him unfairly in relation to markers that it placed at Cifas, a fraud prevention database. What happened A summary of what happened is below. Sainsbury’s received an application for a credit card in September 2023... (2 pages)View decision -
Decision Reference DRN-5876625
15 Dec 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5876625 The complaint Mr M complains that Great Lakes Insurance UK Limited declined his claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened Mr M has an annual travel insurance policy underwritten by Great Lakes. He was returning fr... (3 pages)View decision -
Decision Reference DRN-5637357
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5637357 The complaint Mr S complains Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the full amount of money he says he lost to 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... (2 pages)View decision -
Decision Reference DRN-5107608
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5107608 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 (the ‘CCA’), (2) deciding again... (16 pages)View decision -
Decision Reference DRN-5901481
15 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5901481 The complaint Miss H has complained that My Finance Club Limited trading as Ondal.co.uk (Ondal) unfairly provided her with a loan. What happened In March 2023, Miss H entered into a loan agreement with Ondal as shown below: Date Amount of credit Term Total repayable Marc... (3 pages)View decision -
Decision Reference DRN-6020685
15 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-6020685 The complaint Mr H complains that Next Retail Limited (Next) gave him a credit limit and subsequent limit increase, he couldn’t afford to repay. What happened In December 2021 Mr H was given a catalogue shopping account with an initial limit of £300. This was increased to £... (2 pages)View decision -
Decision Reference DRN-5741904
15 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5741904 The complaint Mr W complains about the charges that STARTLINE MOTOR FINANCE LIMITED (Startline), applied when he handed back a car he had acquired under a hire purchase agreement. When I refer to what Mr W and/or Startline said or did, it should also be taken to include thi... (4 pages)View decision -
Decision Reference DRN-5813718
15 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5813718 The complaint Mr O has complained Wise Payments Limited, trading as Wise, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O found that there was a CIFAS marker in his name which had been lodged by Wise in 2025. He opened an ... (2 pages)View decision -
Decision Reference DRN-6003898
15 Dec 2025 Andrew Hope Investment Limited UpheldInvestmentsDRN-6003898 The complaint Mr and Mrs T complain that they were given unsuitable investment advice by Andrew Hope Investment Limited resulting in a loss of their investment. What happened Mr and Mrs T both have individual Cash ISA policies, but as their complaint points are identical, I... (4 pages)View decision