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-5674498
12 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5674498 The complaint Fairscore Ltd trading as Updraft (‘Updraft’) provided Miss B with a personal loan in 2024. Miss B borrowed £3,000 and she was due to make 36 monthly repayments of £133.74. Miss B says the credit was provided irresponsibly. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-5813575
12 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5813575 The complaint N, a limited company, complains that Starling Bank Limited won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In 2024, N found out about an opportunity to invest in a building company. N’s director had met one of t... (7 pages)View decision -
Decision Reference DRN-5973264
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5973264 The complaint Mr P complains about the way U K Insurance Limited (“UKI”) handled a claim on his legal expenses insurance. He says the service he received was poor. What happened Mr P made a claim on his legal expenses insurance. He wanted cover for a clinical negligence clai... (3 pages)View decision -
Decision Reference DRN-5696294
11 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5696294 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money (118) acted irresponsibly when they agreed to lend to him. What happened In April 2024, Mr B successfully applied for a loan with 118 for £3,000 with an APR of 79.9% over 24 months. This meant t... (3 pages)View decision -
Decision Reference DRN-5952981
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5952981 THE COMPLAINT Mr W complains about a HSBC UK Bank Plc (“HSBC”) loan taken out in his name which he says he did not consent to. WHAT I HAVE DECIDED – AND WHY I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of... (2 pages)View decision -
Decision Reference DRN-5939906
11 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5939906 The complaint Mr A is unhappy that Wise Payment Limited won’t reimburse money he lost to a scam. Mr A is represented by a third-party claims firm, but I will refer to Mr A here. What happened The background to this complaint is well known to both parties, so I won’t repeat... (5 pages)View decision -
Decision Reference DRN-5898794
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5898794 The complaint Mr and Mrs A’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... (10 pages)View decision -
Decision Reference DRN-6016721
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6016721 THE COMPLAINT Miss J complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Miss J is represented in this matter. However, where appropriate, I will refer to Miss J solely in this decision for ease of reading. ... (5 pages)View decision -
Decision Reference DRN-6007437
11 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-6007437 The complaint Miss A and Mr K complain that Inter Partner Assistance SA (IPA) declined their travel insurance claim and about the service it gave. My references to IPA include its agents. As Mr K has taken the lead on the claim and complaint I’ll refer to Mr K to include bot... (4 pages)View decision -
Decision Reference DRN-5792869
11 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5792869 The complaint Mrs F complains that Nationwide Building Society (‘Nationwide’) declined to reimburse her when she says she fell victim to an investment scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail o... (6 pages)View decision