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-6090375
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090375 The complaint Mr E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (7 pages)View decision -
Decision Reference DRN-6088586
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6088586 The complaint Mr C complains that Revolut Ltd hasn’t reimbursed the money he’s lost to a scam. What happened Mr C has fallen victim to an employment scam, to which he has lost the payments set out in the table below: Payment number Payment date and time Payment amount Paymen... (4 pages)View decision -
Decision Reference DRN-6055504
20 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6055504 The complaint Mrs S and Mr S complain Aviva Insurance Limited (Aviva) hasn’t agreed to reimburse the costs of flights they paid for under their travel insurance policy. This complaint has been brought by both Mrs S and Mr S, but as Mrs S has been leading in this complaint, a... (3 pages)View decision -
Decision Reference DRN-5825014
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5825014 The complaint Mr R complains that Nationwide Building Society won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the s... (3 pages)View decision -
Decision Reference DRN-5922541
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5922541 The complaint Miss K complains that Santander UK Plc irresponsibly lent to her. What happened Miss K was approved for a Santander credit card in June 2022, with a credit limit of £3,600. The credit limit was increased to £4,500 in November 2023. Miss K says that Santander ir... (3 pages)View decision -
Decision Reference DRN-5963294
20 Jan 2026 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5963294 The complaint Mrs R’s complaint relates to difficulties she’s had using her account with Yorkshire Building Society (YBS) which she believes is due to a lasting power of attorney being in place. What happened In July 2024 the Office of the Public Guardian validated a Lasting... (4 pages)View decision -
Decision Reference DRN-5948559
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948559 The complaint Miss H complains that NewDay Ltd (NewDay) irresponsibly gave her two credit cards (branded as Fluid and Aqua) and later increased her credit limit on both accounts. What happened Miss H’s application for a Fluid credit card was accepted in March 2022, with a £... (6 pages)View decision -
Decision Reference DRN-6062183
20 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6062183 The complaint Mr A complains that he wasn’t provided with a courtesy car by U K Insurance Limited trading as Churchill Car Insurance (“UKI”) when he made a claim, and that his premium increased at renewal. What happened Mr A had a motor insurance policy with UKI covering his... (3 pages)View decision -
Decision Reference DRN-6023651
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6023651 The complaint Mrs S complains that NewDay Ltd trading as Pulse (“NewDay”) irresponsibly provided her with a credit card and subsequent credit limit increases she couldn’t afford. For ease of reference, I’ve referred to Mrs S when referring to both her and her representative... (5 pages)View decision -
Decision Reference DRN-6001937
20 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6001937 The complaint Miss C complains that Fairscore Ltd trading as Updraft (referred to in this decision as “Updraft”) lent to her irresponsibly. She complains that the affordability assessment did not reflect her true financial position and so Updraft didn’t do enough to check th... (4 pages)View decision