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 384133 results
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Decision Reference DRN-5831842
2 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5831842 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr D says that he saw an advert about a rent-to-rent property investment scheme with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5989671
2 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5989671 Complaint Mr J has complained about high-cost short-term credit (“HCSTC”) instalment loans he took out with Propel Holdings (UK) Limited (trading as “Quid Market”). He says that Quid Market should not have provided him with these loans as they were unaffordable. Background ... (4 pages)View decision -
Decision Reference DRN-5935649
2 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5935649 The complaint Mr A complains about how AmTrust Speciality Limited handled a claim on his alloy wheel insurance policy. Throughout the claim process, AmTrust have used an administrator to handle the claim on their behalf. In this decision, any reference to AmTrust includes th... (3 pages)View decision -
Decision Reference DRN-5990451
2 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5990451 The complaint Mr M was unhappy with the settlement he was offered by Red Sands Insurance Company (Europe) Limited (“Red Sands”) when he claimed on his home insurance policy and also with the delays in progressing the claim. What happened When a third-party driver drove their... (3 pages)View decision -
Decision Reference DRN-5902021
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5902021 The complaint Mr S was upset that Lloyds Bank PLC didn’t tell him when his card was blocked. He also complained about what happened when he tried calling the bank to find out why a payment was declined. Lloyds admitted that one of his calls was ended by mistake. To put thin... (2 pages)View decision -
Decision Reference DRN-5778292
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5778292 The complaint Mr H has complained about the information Lloyds Bank PLC has recorded on his credit file. What happened Mr H held a loan account with Lloyds, which defaulted and formed part of his bankruptcy in October 2019. The bankruptcy was discharged. However, Mr H contac... (2 pages)View decision -
Decision Reference DRN-5990381
2 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5990381 The complaint Mr A and Mr G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (11 pages)View decision -
Decision Reference DRN-5495401
2 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5495401 The complaint Miss O complains that Santander UK Plc (“Santander”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (3 pages)View decision -
Decision Reference DRN-5983004
2 Dec 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5983004 The complaint Mr A complains about Haven Insurance Company Limited (“Haven”) and the way they settled the claim he made on his commercial vehicle insurance policy, following the theft of his van. What happened The claim and complaint circumstances are well known to both part... (8 pages)View decision -
Decision Reference DRN-5845084
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5845084 The complaint Mr C’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 them under Section 140A of the Consumer Credit Act 197... (13 pages)View decision
