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-5501399
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5501399 The complaint M (a limited company) complains that Revolut Ltd hasn’t protected it from losing money to a scam. Mr G, M’s sole director, brings the complaint on M’s behalf. What happened The background to this complaint is well known to both parties, so I won’t repeat ever... (2 pages)View decision -
Decision Reference DRN-5827592
29 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5827592 The complaint Mrs E has complained that Lloyds Bank General Insurance Limited unfairly asked for an excess payment when she and Miss F made a claim under their home insurance policy. All reference to the insurer Lloyds in my decision include agents acting on its behalf when ... (2 pages)View decision -
Decision Reference DRN-5929997
29 Jan 2026 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5929997 The complaint Mr P is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In December 2024, Mr P applied for a loan with CCB. They lent him £10,000 over a five-year term,... (3 pages)View decision -
Decision Reference DRN-6058088
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6058088 The complaint Mr T has complained about the way Creation Consumer Finance Limited (“Creation”) responded to his claim against it under Section 75 of the Consumer Credit Act 1974 (section 75). What happened The facts in this case are not disputed, so I’ll only briefly set th... (4 pages)View decision -
Decision Reference DRN-6114358
29 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6114358 The complaint Mrs R complains that Lendable Ltd (“Lendable”) irresponsibly lent to her. What happened In July 2023 Mrs R applied for a debt consolidation loan with Lendable. The application was approved, and she was provided with a loan for £8,000 to be repaid over 60 mont... (4 pages)View decision -
Decision Reference DRN-6012171
29 Jan 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6012171 The complaint Miss B has complained that Madison CF UK Limited, trading as 118 118 Money, were irresponsible in approving a loan and subsequently a credit card. What happened 118 118 Money provided Miss B with a loan for £2,500 in March 2023, requiring repayments of around £... (3 pages)View decision -
Decision Reference DRN-5833922
29 Jan 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5833922 The complaint Mr A and Miss S have complained that Accredited Insurance (Europe) Ltd (AIEL) unfairly declined a claim they made for roof damage following a storm under their home insurance policy. As Mr A is the lead complainant, I will refer to him on behalf of both Mr A an... (3 pages)View decision -
Decision Reference DRN-5820419
29 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5820419 The complaint Mr L complained that Liverpool Victoria Insurance Company Limited (“LV”) failed to provide confirmation of his full period of no claims, didn’t tell him about a change in his underwriter or about other changes under his motor insurance policy. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-6058058
29 Jan 2026 Happy Customers Group Ltd UpheldConsumer CreditDRN-6058058 The complaint Miss H is unhappy with several aspects of the service that she’s received from Happy Customers Group Ltd, trading as Pay As You Go Carpets (“HCGL”). What happened Miss H entered into a credit agreement with HCGL wherein she was to make payments of £80 per month... (3 pages)View decision -
Decision Reference DRN-6084887
29 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-6084887 The complaint Mr and Mrs H complain that Santander UK Plc mishandled their property title deeds following redemption of their mortgage. What happened Mr and Mrs H took out a new mortgage with Santander in 2009 to replace the mortgage they had with their previous lender. This... (2 pages)View decision