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 391431 results
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Decision Reference DRN-5900727
4 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5900727 The complaint Western Circle Ltd trading as Cashfloat (‘Cashfloat’) provided Mr H with a loan in August 2024. The loan was a short-term loan of £300 to be repaid over three months. The loan ran to term. Mr H says the credit was provided irresponsibly. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5924956
4 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5924956 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) broke part of his boiler when it carried out a service under his home emergency policy. What happened Mr B had a home emergency insurance policy from British Gas covering breakdown and repairs to... (2 pages)View decision -
Decision Reference DRN-6019198
4 Feb 2026 Lowell Financial Ltd Not upheldConsumer CreditDRN-6019198 The complaint Mr D complains Lowell Financial Ltd (Lowell) are asking him to repay a debt which was irresponsibly lent. He’s also unhappy they didn’t identify there was irresponsible lending when purchasing the account, and that they didn’t take into account his vulnerabilit... (3 pages)View decision -
Decision Reference DRN-5848171
4 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-5848171 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) didn’t provide enough information when they made a claim under their home insurance policy. Mr and Mrs H are joint policyholders, but most of the communication regarding the claim and complaint has been fro... (3 pages)View decision -
Decision Reference DRN-5890529
4 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5890529 The complaint Mr P complains that Monzo Bank Ltd let him make deposits to an online gambling company without stepping in. What happened Mr P complains about a series of gambling transactions he made to a gambling operator that is not licensed in the UK. Mr P says that Monzo ... (5 pages)View decision -
Decision Reference DRN-6128326
4 Feb 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6128326 The complaint Mrs D complains Capquest Debt Recovery Limited trading as Erudio Student Loans attempted to contact her about her student loans using incorrect contact information. What happened I issued a provisional decision setting out what’d happened, and what I thought ab... (7 pages)View decision -
Decision Reference DRN-5861901
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5861901 The complaint U, a limited company, is unhappy that Lloyds Bank PLC hasn’t reimbursed it after it was the victim of a scam. Mr C brings the complaint on behalf of U. What happened In early 2023, U’s financial advisor, who it had worked with since 2022, introduced Mr C to an... (4 pages)View decision -
Decision Reference DRN-6016320
4 Feb 2026 Rethink Mental Illness UpheldConsumer CreditDRN-6016320 The complaint Ms N complains Rethink Mental Illness: • Have lacked clarity and consistency of advice given and information asked for, regarding the Mental Health Breathing Space (MHBS) applications she’s made – along with not taking ownership of her case. • A doctor was perm... (9 pages)View decision -
Decision Reference DRN-5873313
4 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5873313 Complaint Mr L is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse him after he fell victim to a scam. Background The background to this case is already familiar to the parties, so I do not intend to repeat it in full. Instead, I will briefly summarise... (4 pages)View decision -
Decision Reference DRN-5777874
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5777874 The complaint Miss B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons ... (3 pages)View decision