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 375119 results
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Decision Reference DRN-5700303
21 Jul 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5700303 The complaint Miss P complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly lent to her a number of loans. What happened Between May 2021 and March 2024 Miss P was provided with four loans from Updraft. The first loan was for £2,000 with a 36 month loan t... (3 pages)View decision -
Decision Reference DRN-5691577
21 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5691577 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened According to his driving licence, Mr R was born in 2005 and passed a driving test on about 20 July 2022 when he was 17 years old. Mr R wa... (4 pages)View decision -
Decision Reference DRN-5705435
21 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5705435 The complaint Mr S, trading as an enterprise I’ll refer to as T, complains about the decision made by Royal & Sun Alliance Insurance Limited (RSA) in relation to a business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened Both partie... (3 pages)View decision -
Decision Reference DRN-5693933
21 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5693933 The complaint Mrs J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5699605
21 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5699605 The complaint B, a limited company, complains that Lloyds Bank Plc won’t reimburse them for funds they lost when they were defrauded. What happened The facts of this case are well known to both parties, and largely not in dispute. So, I will cover them off only briefly here... (4 pages)View decision -
Decision Reference DRN-5374818
21 Jul 2025 Curtis Banks Limited Not upheldPensions and AnnuitiesDRN-5374818 The complaint Mr T complains that Curtis Banks Limited trading as Curtis Banks (Curtis Banks) incorrectly instructed his investment manager to sell the equity holdings from his Self-Invested Personal Pension (SIPP). Curtis Banks carried out a loss assessment which it felt sh... (7 pages)View decision -
Decision Reference DRN-5595525
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5595525 The complaint Mr B complains that National Westminster Bank PLC (“NatWest”) refused to refund money that he’d paid in error. What happened Mr B says that he made a payment of around £2,160 and then decided it was an error. He says he attempted to recall the money, but NatWe... (2 pages)View decision -
Decision Reference DRN-5704133
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5704133 The complaint Ms B complains about the handling of her car insurance claim by Aviva Insurance Limited and the delay to settling it. What happened In February 2023, Ms B’s car was involved in an accident with another vehicle. She submitted a claim to Aviva. Aviva contacted th... (7 pages)View decision -
Decision Reference DRN-5525091
21 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5525091 The complaint Mrs B has complained that HSBC UK Bank Plc won’t refund the money she lost after falling victim to a scam. What happened In summer 2024, Mrs B fell victim to an investment scam after seeing an advert on social media promising large returns. Over the course of s... (3 pages)View decision -
Decision Reference DRN-5690711
21 Jul 2025 SG Fleet UK Limited Not upheldConsumer CreditDRN-5690711 The complaint Mr T complains about the quality of a used car that was supplied through a hire agreement with SG Fleet UK Limited (SG). What happened In May 2023, Mr T acquired a used car through a hire agreement with SG. The car was about two years old and had travelled 17,0... (3 pages)View decision
