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 381194 results
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Decision Reference DRN-5912117
31 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5912117 The complaint Mr W complains that Loans 2 Go Limited trading as Loans 2 Go was irresponsible in its lending to him. He wants all interest and charges reimbursed along with statutory interest. He also wants and additional £750 in compensation for the distress he has been caus... (3 pages)View decision -
Decision Reference DRN-5921118
31 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921118 The complaint Mr and Mrs D say that Shawbrook Bank Limited, have unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In August 2015, Mr and Mrs D purchased a timeshare membership from a timeshare provider (the ‘Supplie... (3 pages)View decision -
Decision Reference DRN-5895485
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5895485 The complaint Mrs P complains that St. James’s Place Wealth Management Plc (‘SJP’): • Made recommendations to her that were not suitable as they were not affordable. • She was advised to take too much risk. • She has not been able to see the performance of her investments. ... (5 pages)View decision -
Decision Reference DRN-5684099
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5684099 The complaint Mrs K has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2024 Mrs K and her partner found a cryptocurrency investment platform online and filled in an enquiry form. However, the platf... (3 pages)View decision -
Decision Reference DRN-5684081
31 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5684081 The complaint Mrs K has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2024 Mrs K and her partner found a cryptocurrency investment platform online and filled in an enquir... (3 pages)View decision -
Decision Reference DRN-5854140
31 Oct 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5854140 The complaint Mr N complains about the maturity value Phoenix Life CA Limited trading as Sun Life Financial of Canada (“Sun Life”) paid him for his with-profits endowment policy, as he feels the bonuses applied are not in line with what he was told when he was sold the polic... (4 pages)View decision -
Decision Reference DRN-5297587
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5297587 The complaint Mrs C complains about National Westminster Bank Public Limited Company (NatWest). She says that a roofer has scammed her out of money and asks that NatWest refund her under the Lending Standards Boards Contingency Reimbursement Model Code (CRM code) of which N... (3 pages)View decision -
Decision Reference DRN-5907985
31 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5907985 The complaint Mr M complains that Lendable Ltd irresponsibly provided him a loan. What happened In July 2024, Mr M took out a loan with Lendable; he borrowed £4,000 over a term of 60 months, with regular monthly repayments of £156.22. A few months later, in January 2025, M... (3 pages)View decision -
Decision Reference DRN-5824447
31 Oct 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5824447 The complaint A limited company, which I will refer to as C, complains about the handling of its commercial property insurance claim by Arch Insurance (UK) Limited. What happened The following is intended only as a summary of the events. Additionally, although other parties ... (3 pages)View decision -
Decision Reference DRN-5797667
31 Oct 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5797667 The complaint A limited company, which I will refer to as C, complains about the handling of its commercial property insurance claim by Arch Insurance (UK) Limited. What happened The following is intended only as a summary of the events. Additionally, for the sake of simplic... (4 pages)View decision
