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-5729860
15 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729860 The complaint Evergreen Finance London Limited trading as MoneyBoat.co.uk(“MoneyBoat”) provided Miss J with a £500 loan in in February 2025. Miss J says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-6017683
15 Dec 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-6017683 The complaint Mr V is unhappy with the service he received from Starr International (Europe) Limited when his wife very sadly died abroad. What happened Mr V and his late wife (Mrs V) were on holiday with their family. Mrs V died unexpectedly and Mr V contacted Starr for ass... (2 pages)View decision -
Decision Reference DRN-6020229
15 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6020229 The complaint Mr and Mrs W’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)... (12 pages)View decision -
Decision Reference DRN-5980647
15 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5980647 The complaint Mr L complains that Plata Finance Limited lent to him irresponsibly when they provided him with a personal loan. What happened In November 2024, Mr L was provided with a personal loan from Plata. The loan was for £15,000 and was repayable over 60 months, with ... (3 pages)View decision -
Decision Reference DRN-5976822
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5976822 The complaint Mr O complains about an international transfer that he completed with Lloyds Bank PLC. He says that the money was returned to him but it was much less than he had sent. What happened Mr O completed an international transfer of £16,200 on 31 July 2025 and wante... (2 pages)View decision -
Decision Reference DRN-5576899
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576899 The complaint Miss S complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money to scammers, and that it’s unfairly holding her liable for the debt on a loan which she says she didn’t apply for. What happened The background to this complaint is well kno... (3 pages)View decision -
Decision Reference DRN-5873910
15 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5873910 The complaint Ms G and Mr G are unhappy with the service they received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Ms G and Mr G were abroad when Ms G became unwell. She was unable to contact IPA by phone and didn’t rece... (3 pages)View decision -
Decision Reference DRN-5949592
15 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5949592 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-6005116
15 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6005116 The complaint Miss N complains PayPal UK Ltd made a mistake with an exchange rate, put her account into a negative balance then took too long to fix things. What happened Miss N sent a family member a little over £100, to be converted to another currency, but PayPal made a... (3 pages)View decision -
Decision Reference DRN-5842049
15 Dec 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5842049 The complaint Mr D complains that Everyday Lending Limited (“ELL”) has irresponsibly lent to him. What happened ELL lent Mr D one loan in March 2024, the loan was for £1,250, which Mr D stated he needed for home improvements. The loan term was 18 months with monthly repaymen... (3 pages)View decision