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-6016500
15 Dec 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-6016500 The complaint Miss A complains that Shop Direct Finance Company Limited lent to her irresponsibly when they provided her with two home shopping credit accounts and later increased her credit limit on the second account. What happened In 2014, Miss A was provided with a home... (4 pages)View decision -
Decision Reference DRN-5795409
15 Dec 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5795409 The complaint Mrs W disputes that she signed a second finance agreement with Stellantis Financial Services UK Limited after exchanging a car she was unhappy with. What happened In February 2022 Mrs W signed a conditional sale agreement with Stellantis for a new car. Because ... (3 pages)View decision -
Decision Reference DRN-5305563
15 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5305563 The complaint Mr A complains that Santander UK Plc didn’t protect him when he lost money to a scam. A representative who I will call R complains on behalf of Mr A. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail he... (5 pages)View decision -
Decision Reference DRN-5449695
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5449695 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost to a property investment opportunity, that he now considers was a scam. Mr S is being represented by a claims management company in this complaint. W... (3 pages)View decision -
Decision Reference DRN-5480513
15 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5480513 The complaint Ms G complains that Kroo Bank Ltd, won’t refund money she says she lost to an investment scam. Ms G is professionally represented, however, to keep things simple, I’ll refer to Ms G throughout my decision. What happened As all parties are familiar with the fact... (2 pages)View decision -
Decision Reference DRN-6020154
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6020154 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal 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 Act 197... (13 pages)View decision -
Decision Reference DRN-5957468
15 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5957468 The complaint Mr W complains that a transfer he made from his account with Wise Payments Limited trading as Wise to an account in his name with another financial institution didn’t credit the account although he was told it had. Mr W wants compensation between £100 - £150. W... (2 pages)View decision -
Decision Reference DRN-5949394
15 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5949394 The complaint Ms Y has complained about AWP P&C S.A.’s request for an interview as part of its assessment of a claim she made on a travel insurance policy. What happened Ms Y made a claim for medical expenses and lost baggage as a result of an incident when she was on a... (2 pages)View decision -
Decision Reference DRN-6017265
15 Dec 2025 Monument Life Insurance Dac Not upheldInsuranceDRN-6017265 The complaint Mr S is unhappy that Monument Life Insurance Dac withdrew from the market meaning he no longer had an income protection insurance policy. What happened Monument decided to stop offering income protection cover and withdraw from the market. Mr S is unhappy becau... (2 pages)View decision -
Decision Reference DRN-5694260
15 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5694260 The complaint Mr D complains that The Royal Bank of Scotland plc (RBS) didn’t do enough to prevent him from losing money to what he says was a scam. Mr D has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr D himself, wher... (2 pages)View decision