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 392389 results
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Decision Reference DRN-5378216
16 Sep 2025 Vodafone Limited Not upheldConsumer CreditDRN-5378216 The complaint Mr H has complained about the way Vodafone Limited dealt with him when he sought to upgrade a device using a fixed sum loan agreement with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything... (2 pages)View decision -
Decision Reference DRN-5385361
16 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5385361 The complaint Mr S has complained that Wise Payments Limited won’t refund money he says he lost to a scam. What happened Mr S was abroad when he received an automated message via phone call from a UK number claiming to be from government body which relayed his name and NI n... (5 pages)View decision -
Decision Reference DRN-5819397
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5819397 The complaint Mr P is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel job scam. He was contacted online and offered online work by scamm... (5 pages)View decision -
Decision Reference DRN-5385421
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5385421 The complaint Mr S has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wh... (4 pages)View decision -
Decision Reference DRN-5619248
16 Sep 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5619248 The complaint Mr B has complained that his pet insurer, Casualty & General Insurance Company (Europe) Ltd (‘Casualty & General’) changed the terms of his policy part way through the policy year and made them more restrictive. What happened Mr B had a policy with Cas... (3 pages)View decision -
Decision Reference DRN-5816952
16 Sep 2025 My Finance Club Limited UpheldConsumer CreditDRN-5816952 The complaint Mr G complains that My Finance Club Limited (MFC) irresponsibly lent to him, charged high interest on his loan and didn’t make clear what interest he’d be paying. He thinks MFC ought to have stopped charging him interest once he’d complained. Mr G also said he ... (7 pages)View decision -
Decision Reference DRN-5610567
16 Sep 2025 Wakam UK Limited Not upheldInsuranceDRN-5610567 The complaint Mr F has complained that the premium he pays for his commercial vehicle policy with Wakam UK Limited (‘Wakam’) increased substantially. What happened Mr F has a courier policy with Wakam which renews every three months. When he first took the policy out in Nov... (2 pages)View decision -
Decision Reference DRN-5559406
16 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5559406 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. Mr B also complains that Virgin Money unfairly allowed him to use his credit card for gambling purposes and failed to provide a reas... (4 pages)View decision -
Decision Reference DRN-5607002
16 Sep 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5607002 The complaint Mr H complains Savvy Loan Products Limited trading as Tick Tock Loans (TTL) irresponsibly lent to him. What happened TTL provided Mr H with two loans as follows: Loan Number Date of Sale Loan Amount Monthly Repayment Loan term (days) 1 09/03/2024 £300£93.91174... (6 pages)View decision -
Decision Reference DRN-5820803
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5820803 The complaint Mr B is unhappy that he was given incorrect information by Barclays Bank UK PLC, trading as Tesco Bank, regarding the date that a payment on his credit account was required by. What happened In July 2024, Tesco told Mr B that he was required to make a minimum p... (3 pages)View decision