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-5835276
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5835276 The complaint Ms B complains Zopa Bank Limited (Zopa) continued to charge her interest and late payment fees on her credit card account, even though she had repaid the balance in full. What happened Ms B says she made a payment into her Zopa credit card account in January 20... (3 pages)View decision -
Decision Reference DRN-5900783
12 Dec 2025 JDB Enterprise Group Ltd Not upheldConsumer CreditDRN-5900783 The complaint Mr C complains that JDB Enterprise Group Ltd trading as Fast Loan UK lent to him irresponsibly when they provided him with two personal loans. What happened In 2024, Mr C was provided with two short-term loans from Fast Loan UK. I’ve included a table below sh... (4 pages)View decision -
Decision Reference DRN-5986766
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5986766 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him the money he says he lost in an investment scam. Mr R is being represented by a professional representative, but for ease of reading I’ll mostly refer to Mr R. What happened I’ve summarised what I consider t... (3 pages)View decision -
Decision Reference DRN-5890299
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5890299 The complaint Mr A complains Revolut Ltd (“Revolut”) hasn’t refunded money he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr A said he received a call from someone, ... (5 pages)View decision -
Decision Reference DRN-6018197
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018197 The complaint Mrs T and the estate of Mr T’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) (th... (12 pages)View decision -
Decision Reference DRN-5780079
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5780079 The complaint Mr Y is complaining that Revolut Ltd hasn’t refunded payments made from his account when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr Y here. What happened The circumstances of th... (5 pages)View decision -
Decision Reference DRN-5880680
12 Dec 2025 Strata Financial Resourcing Ltd UpheldPensions and AnnuitiesDRN-5880680 The complaint Mr S has complained that Strata Financial Resourcing Ltd (“SFR”) didn’t carry out the ongoing reviews of his pension that he was paying for whilst it was his adviser during the years 2009 until 2024. What happened Mr S met with SFR in February 2009. At the tim... (6 pages)View decision -
Decision Reference DRN-6016237
12 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6016237 The complaint Miss M complains that a technical error forced her account with The Co-Operative Bank Plc (Co-op) into an unauthorised overdraft and the balance hasn’t been correctly restored. What happened Miss M’s account was impacted by a known incident, which caused incom... (3 pages)View decision -
Decision Reference DRN-5944874
12 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5944874 The complaint Mr B complains about the way AXA Insurance UK PLC handled a claim he made on his commercial insurance policy following a fire. Mr B has been represented in bringing the complaint, but for ease, I’ve referred to all comments and actions as being those of Mr B. W... (4 pages)View decision -
Decision Reference DRN-5851878
12 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5851878 The complaint Mr M complains The National Farmers' Union Mutual Insurance Society Limited have declined a claim he made on a horse and rider insurance policy. What happened Mr M sadly had to put his horse to sleep and made a claim to NFU for the costs associated with th... (2 pages)View decision