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 386975 results
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Decision Reference DRN-5854039
30 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5854039 The complaint Mr R complains that Lloyds Bank PLC (“Lloyds”) won’t refund him money, which he says he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand it to be... (3 pages)View decision -
Decision Reference DRN-6002120
30 Dec 2025 TSB Bank plc UpheldMortgagesDRN-6002120 The complaint Mr and Mrs B complain that the end of their fixed interest rate deal with TSB Bank plc was followed immediately by a non-working day. They said it was wrong for TSB to force customers to pay its Standard Variable Rate. They wanted a refund of interest they’d pa... (3 pages)View decision -
Decision Reference DRN-6048235
30 Dec 2025 West Park Investment Partnership Limited UpheldPensions and AnnuitiesDRN-6048235 The complaint Mrs F complains she was given unsuitable advice to transfer a defined benefit (‘DB’) pensions she held and believes West Park Investment Partnership Limited (‘WP’) has a responsibility for that advice. She also says WP didn’t invest and manage her transferred D... (10 pages)View decision -
Decision Reference DRN-5993262
30 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5993262 The complaint Mrs N’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 Cre... (11 pages)View decision -
Decision Reference DRN-6048105
30 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6048105 The complaint The estate of Mr K has complained about ARAG Legal Expenses Insurance Company Limited’s rejection of a claim under the legal expenses section of a household insurance policy. The estate of Mr K is represented by one of the executors, also Mr K, so I will refer... (5 pages)View decision -
Decision Reference DRN-5988080
30 Dec 2025 My Pension Expert Limited Not upheldPensions and AnnuitiesDRN-5988080 The complaint Mr R complains about the service provided by My Pension Expert Limited (MPE) when arranging an enhanced annuity. He contends that because MPE failed to properly amend the annuity quote it obtained from Scottish Widows for his revised medical information, he has... (7 pages)View decision -
Decision Reference DRN-6006426
30 Dec 2025 Arval UK Limited UpheldConsumer CreditDRN-6006426 The complaint Mr S complains that Arval UK Limited provided him with an unaffordable hire agreement. What happened Arval provided Mr S with a regulated hire agreement for a car in January 2024. The hire agreement had a term of 36 months with an initial payment of around £5,3... (3 pages)View decision -
Decision Reference DRN-6047842
30 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-6047842 The complaint Mr A has complained that his motor insurer, Zurich Insurance Company Ltd (‘Zurich’), did not pursue a third party for its outlay after it was involved in an accident with Mr A. What happened In April 2024 Mr A was involved in an accident with a third-party car... (4 pages)View decision -
Decision Reference DRN-6016557
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6016557 The complaint Mr K has complained about the way his motor insurer, Aviva Insurance Limited trading as Quotemehappy.com (‘Aviva’), has been progressing a claim he made on his policy after a third party reversed into his vehicle. What happened In December 2024, Mr K was invol... (3 pages)View decision -
Decision Reference DRN-5930997
30 Dec 2025 Covea Insurance plc Not upheldInsuranceDRN-5930997 The complaint Mr P1 and Mr P2 have complained about the way their commercial vehicle insurer, Covea Insurance plc (‘Covea’) recorded a claim they made on their policy after the attempted theft of their van. What happened Mr P1 is the main policy holder on the policy and Mr ... (3 pages)View decision