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 401363 results
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Decision Reference DRN-6223060
22 Apr 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6223060 The complaint Mr M complains that Shop Direct Finance Company Limited trading as Very (Very) lent to him irresponsibly. He says they made insufficient affordability checks before issuing his catalogue account and subsequently increasing the credit limit. What happened Mr M ... (2 pages)View decision -
Decision Reference DRN-6300567
22 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6300567 The complaint Mr S complains about his mortgage with THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (RBS). He complains about the original lending decision, about being misled about the property’s lease, about the requirement for a guarantor, and about provision of inform... (4 pages)View decision -
Decision Reference DRN-6227591
22 Apr 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6227591 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. She says had better checks been made Lending Stream would’ve seen she was reliant on payday lending. What ha... (5 pages)View decision -
Decision Reference DRN-6284129
22 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6284129 The complaint Mr E complains that Nationwide Building Society has declined to refund disputed transactions that were made from his account. What happened On 27 December 2025, three transactions were made to online gambling merchants totalling £850. Mr E says he didn’t make t... (3 pages)View decision -
Decision Reference DRN-6269937
22 Apr 2026 Plata Finance Limited Not upheldConsumer CreditDRN-6269937 The complaint Mr W complains that Plata Finance Limited irresponsibly lent to him. What happened Mr W was approved for a Plata personal loan for £3,000 in August 2023, repayable over 36 months. Mr W says that this was irresponsibly lent to him. Mr W made a complaint to Plata... (3 pages)View decision -
Decision Reference DRN-6095509
22 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6095509 The complaint Mr F complains U K Insurance Limited trading as Direct Line (UKI) have unfairly refused to pay him a cash in lieu settlement for costs he paid to have his car repaired. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns t... (3 pages)View decision -
Decision Reference DRN-6308165
22 Apr 2026 FORISGFS UK LIMITED Not upheldBanking and PaymentsDRN-6308165 The complaint Mr T complains about the way that FORISGFS UK Limited trading as Crypto.com (‘Crypto.com’) handled his claim for a refund. What happened Mr T has a Crypto.com account and his complaint is about transactions (the ‘transactions’) using his Crypto.com pre-paid Vis... (3 pages)View decision -
Decision Reference DRN-6270558
22 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6270558 The complaint Mr C complains on behalf of his business, C Ltd that HSBC UK Bank PLC of severe and sustained service failure and systemic maladministration resulting in the denial of digital access to its mobile-only business account for six months (March to September 2025). ... (3 pages)View decision -
Decision Reference DRN-6093494
22 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6093494 The complaint Ms K complains about the settlement that Aviva Insurance Limited offered her following the total loss of her car. She wants it to pay her a fair settlement. Ms K is also unhappy with the level of service provided and delays in the claim. What happened Ms K’s c... (2 pages)View decision -
Decision Reference DRN-6108309
22 Apr 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6108309 The complaint Mr G complains about the settlement that Advantage Insurance Company Limited offered him following the total loss of his car. He wants it to pay him a fair settlement. What happened Mr G’s car was damaged and declared to be a total loss. Advantage offered Mr G... (2 pages)View decision