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 380824 results
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Decision Reference DRN-5215977
1 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5215977 The complaint Ms M complains that HSBC UK Bank Plc will not refund money she says she lost to a scam. Ms M is represented by a firm, but for ease I have only referred to Ms M in my decision. What happened The details of this complaint are well known to both parties so I won’t... (3 pages)View decision -
Decision Reference DRN-5822285
1 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822285 The complaint Mr M complains about how Nationwide Building Society dealt with a cancelled direct debit and an unauthorised payment. What happened Mr M says he cancelled the direct debit payment to an insurance company in early 2025. He says despite this the company took paym... (2 pages)View decision -
Decision Reference DRN-5687093
1 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5687093 The complaint Mr D complains about the way in which HSBC UK Bank Plc handled his claim under Section 75 of the Consumer Credit Act 1974 (“S75”). He raised his claim after windows and doors were poorly installed at his property. What happened In August and December 2023, Mr ... (5 pages)View decision -
Decision Reference DRN-5619775
1 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5619775 The complaint Mr L, who is represented by a third party, complains that Oodle Financial Services Limited (‘Oodle’), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In May 2021, Mr L acquired a used... (3 pages)View decision -
Decision Reference DRN-5613603
1 Oct 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5613603 The complaint Mr G complains that Fairscore Ltd trading as Updraft (Updraft) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr G took out a personal loan with Updraft in March 2023. The loan was for £8,000. The l... (2 pages)View decision -
Decision Reference DRN-5709032
1 Oct 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5709032 The complaint Mrs S complains about the quality of a vehicle she acquired through a hire purchase agreement financed by First Response Finance Limited (FRF). What happened In June 2024 Mrs S acquired a used car through a hire purchase agreement. The car was around ten years... (4 pages)View decision -
Decision Reference DRN-5716912
1 Oct 2025 Bamboo Limited Not upheldConsumer CreditDRN-5716912 The complaint Mr G complains that Bamboo Limited lent to him irresponsibly, when they provided him with a personal loan in 2022. What happened In January 2022, Mr G was provided with a personal loan by Bamboo. The loan was for £3,000 and was repayable over 24 months, with a... (4 pages)View decision -
Decision Reference DRN-5842591
1 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5842591 The complaint Mr and Mrs F as trustees of the F Trust (Mr and Mrs F) complained that Aviva Life & Pensions UK Limited declined a claim on their relevant life insurance policy. What happened A relevant life insurance policy was taken out in February 2023 with Mr F as the ... (3 pages)View decision -
Decision Reference DRN-5854023
1 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854023 The complaint Mr K complains that Barclays Bank UK PLC (‘Barclays’) closed his account. What happened Mr K had a current account with Barclays. In July 2024, Barclays blocked and subsequently closed Mr K’s account, without providing any notice. Mr K withdrew the remaining ... (4 pages)View decision -
Decision Reference DRN-5802159
1 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5802159 The complaint Mr L complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly calculated his motor insurance policy premiums. And it failed to provide justification and transparency on the use of certain data for underwriting purposes. What happened Mr L held a moto... (3 pages)View decision
