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-5822333
2 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5822333 The complaint Mr C complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to him irresponsibly as it approved three loans for him he could not repay. What happened Here is a table showing brief details of the lending. Loan Approved Amount Repayment monthly (r... (3 pages)View decision -
Decision Reference DRN-6089828
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6089828 The complaint A company which I’ll refer to as F, complains about Santander UK Plc’s (Santander) decision to migrate its business account (the Account) from one that for many years operated on a free from fees basis to an account which incurred a monthly fee. In bringing th... (3 pages)View decision -
Decision Reference DRN-6120572
2 Feb 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-6120572 The complaint Mr M says Loans 2 Go Limited irresponsibly lent to him. What happened Mr M took out a loan from Loans 2 Go for £3,000 over 24 months in September 2025. The monthly repayments were £215. Mr M says had Loans 2 Go done the correct checks it would have seen how hea... (2 pages)View decision -
Decision Reference DRN-5908060
2 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5908060 The complaint Mrs C complains that Aviva Life & Pensions UK Limited declined a claim under an income protection policy. What happened Mrs C holds income protection cover through her employer. The policy pays a benefit if she’s unable to work due to an illness or injury,... (5 pages)View decision -
Decision Reference DRN-6088992
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6088992 The complaint Mr B’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) decidin... (12 pages)View decision -
Decision Reference DRN-6055219
2 Feb 2026 LUMON PAY LTD Not upheldBanking and PaymentsDRN-6055219 The complaint Mr B complains about the currency exchange rate used by LUMON PAY LTD. What happened Mr B used LUMON to transfer Euros to his United Kingdom Sterling account in August 2025 following a property sale. He says the exchange rate used was too low which resulted in ... (2 pages)View decision -
Decision Reference DRN-6052123
2 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6052123 The complaint NewDay Ltd trading as Aqua (Aqua) provided Miss L with a credit card in 2024. It initially had a credit limit of £600. The credit limit was increased three times, with the final limit increase in April 2025 to £3,800. Miss L says the credit was provided irrespo... (2 pages)View decision -
Decision Reference DRN-6122269
2 Feb 2026 Invesco Fund Managers Limited UpheldInvestmentsDRN-6122269 The complaint Mr D complains about the service he received from Invesco Fund Managers Limited (“Invesco”). Mr D feels that he has not been paid certain distribution payments that are owed to him, and he is unhappy about the difficulties he feels he has faced in trying to rec... (5 pages)View decision -
Decision Reference DRN-5951459
2 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5951459 The complaint Mr A complains that AMERICAN EXPRESS SERVICES EUROPE trading as American Express unfairly refuses to refund him money he says he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated the... (2 pages)View decision -
Decision Reference DRN-6053821
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6053821 The complaint Mr M complains about Santander UK Plc’s (Santander) decision to migrate his business account (the Account) from one that for many years operated on a free from fees basis to an account for which the bank proposed charging a monthly fee. What happened Mr M has ... (4 pages)View decision