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 387322 results
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Decision Reference DRN-6051787
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6051787 The complaint Miss D complains that Bank of Scotland plc trading as Halifax applied charges to her overdraft since 2020 despite her showing clear signs of financial hardship. What happened Miss D had an overdraft with Halifax since September 2020, at which point the limit w... (5 pages)View decision -
Decision Reference DRN-5959519
5 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5959519 The complaint This complaint is about mortgage that Ms S holds with Barclays Bank UK PLC. The complaint relates primarily to how Barclays has dealt with personal information Ms S sent it by recorded delivery in October 2024 – and other updates she sent by email – in connecti... (3 pages)View decision -
Decision Reference DRN-6053777
5 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6053777 The complaint Ms L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (9 pages)View decision -
Decision Reference DRN-5735129
5 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5735129 The complaint Mrs G’s complaint about Quilter Financial Services Limited is about the advice she received to transfer a Defined Benefit (DB) occupational pension to a new personal pension arrangement. She says the advice was unsuitable and she’s lost out financially as a res... (8 pages)View decision -
Decision Reference DRN-6053532
5 Jan 2026 Cornmarket Insurance Services Limited UpheldInsuranceDRN-6053532 The complaint Mr N and Mr N1 have complained about their home insurance broker Cornmarket Insurance Services Limited regarding detail given when the policy was due to renew in 2024. Mr N has been the main contact during the complaint. For ease of reading I’ll refer only to ... (3 pages)View decision -
Decision Reference DRN-6044062
5 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6044062 The complaint Mr F says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr F took out three loans from Finio as set out below. loandate valueterm monthly repayments status 1 02/02/2022 £1,00012 £99.14settled 3/22 2 21/11/2022 £2,00... (4 pages)View decision -
Decision Reference DRN-5919295
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5919295 The complaint Mr J is unhappy that Santander UK Plc will not amend his correspondence address to his son’s address so that he can receive his letters. He said that where he is living now doesn’t accept mail and he still needs to be able to receive letters. What happened Mr J... (2 pages)View decision -
Decision Reference DRN-6026048
5 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6026048 The complaint This complaint is about an interest-only mortgage Mr and Mrs B held until recently with Lloyds Bank PLC. Mr and Mrs B complain that Lloyds failed to honour a verbal promise, which they say was made in a phone call, to extend the mortgage until Mr B reached age ... (3 pages)View decision -
Decision Reference DRN-6046747
5 Jan 2026 Acasta Europe Limited Not upheldInsuranceDRN-6046747 The complaint Mr and Mrs D are unhappy that a claim relating to roof damage under a Guarantee Insurance policy underwritten by Acasta European Insurance Company Limited has been declined. Mr and Mrs D have been dealing with an agent of Acasta who I will refer to as IWA. As t... (2 pages)View decision -
Decision Reference DRN-5835864
5 Jan 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5835864 The complaint Mr O is complaining about the amount of interest he’s been charged by Brent Shrine Credit Union Limited trading as My Community Bank (MCB). What happened In September 2022, Mr O took out a loan with MCB. He borrowed around £13,000, repayable over a five-year te... (3 pages)View decision