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-5816299
21 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5816299 The complaint Mrs S says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs S took out a loan for £10,800 over 61 months from Updraft in November 2023. The monthly repayments were £279.56 with one final repayment of £69.30. The loan was for debt... (4 pages)View decision -
Decision Reference DRN-5984167
21 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5984167 The complaint Mr M is unhappy that Nationwide Building Society restricted his account and with the service he’s received from Nationwide surrounding this. What happened Mr M was overseas and found that Nationwide had blocked his card because they were concerned about potenti... (3 pages)View decision -
Decision Reference DRN-6034370
21 Jan 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6034370 The complaint Mr R has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under his home insurance policy. What happened Mr R made a claim when his bike was stolen from his utility room. Accredited assessed the claim and declined it. ... (2 pages)View decision -
Decision Reference DRN-6023915
21 Jan 2026 Paratus AMC Limited UpheldMortgagesDRN-6023915 The complaint Mr A complains that Paratus AMC Limited trading as Foundation Home Loans took legal action to repossess his property when the balance of his interest only mortgage wasn’t paid at the end of the term. What happened Mr A had an interest only mortgage with Foundat... (4 pages)View decision -
Decision Reference DRN-6002513
21 Jan 2026 BUPA Insurance Limited UpheldInsuranceDRN-6002513 The complaint Mr S is unhappy with the way BUPA Insurance Limited has handled a claim for overseas emergency treatment under a group private medical insurance policy he benefits from (‘the policy’). That includes its decision to only pay part of the claim made in connection... (4 pages)View decision -
Decision Reference DRN-5956754
21 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5956754 The complaint Mr O complains Honeycomb Finance Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr O is represented ... (11 pages)View decision -
Decision Reference DRN-5750467
21 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5750467 The complaint Mr H complains Santander UK Plc (“Santander”) closed his accounts without providing a proper explanation. And by doing so, has failed to reasonably consider his circumstances. Mr H is also unhappy about the service Santander provided. He wants Santander to cha... (5 pages)View decision -
Decision Reference DRN-5899784
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5899784 The complaint Mrs H complains that MBNA Limited unfairly sold her debt, when she thought they had agreed she didn’t owe anything further. What happened In December 2018, MBNA approved Mrs H’s application for a credit card, giving her a limit of £3,100. The limit was never i... (2 pages)View decision -
Decision Reference DRN-6073766
21 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6073766 The complaint Mr L complains about delays by Inter Partner Assistance SA (‘IPA’) when dealing with a claim for a medical emergency under his travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happen... (3 pages)View decision -
Decision Reference DRN-5837104
21 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5837104 The complaint Mr and Mrs F complain that Aviva Insurance Limited declined their claim against a travel insurance policy. They also complain about the information Aviva gave to them before they cancelled their trip and during their claim. Reference to Aviva includes its agent... (3 pages)View decision