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 384131 results
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Decision Reference DRN-5964252
20 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5964252 The complaint Mrs F has complained that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) didn’t pay a claim she made under sections 75 and 75A of the Consumer Credit Act 1974 (‘CCA’). What happened Mrs F and her husband, Mr F, have, together ... (7 pages)View decision -
Decision Reference DRN-5964203
20 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5964203 The complaint Ms S and Mr T’s complaint is, in essence, that First Holiday Finance Ltd (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... (12 pages)View decision -
Decision Reference DRN-5915448
20 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5915448 The complaint Mrs D complains that The Prudential Assurance Company Limited (Prudential) will not pay her a spouse’s pension from her late husband’s annuity. She wants the pension paid. What happened Mrs D’s late husband purchased an annuity with Scottish Amicable in Decemb... (3 pages)View decision -
Decision Reference DRN-5580399
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5580399 The complaint Miss D has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to romance scams. What happened I don’t seek to repeat the entirety of the events that have occurred which led to Miss D falling victim to scams. I’m satisfied... (4 pages)View decision -
Decision Reference DRN-5963544
20 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5963544 The complaint Mr A complains that Legal and General Assurance Society Limited (L&G) has maintained its decision to turn down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both pa... (6 pages)View decision -
Decision Reference DRN-5843529
20 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5843529 The complaint Mr H complains that Monzo Bank Ltd will not reimburse funds he lost to a scam. Mr H is represented by a firm, but for ease I have only referred to Mr H in this decision. What happened The details of this complaint are well known to both parties so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5714168
20 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5714168 The complaint Ms J complains Lloyds Bank PLC provided poor service when she tried to set up a repayment plan on her account. What happened Ms J held a Lloyds current account, which had an unarranged overdraft. Lloyds conducted a review of Ms J’s holdings and made the decisi... (4 pages)View decision -
Decision Reference DRN-5871444
20 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5871444 The complaint Mr B complains about how Bank of Scotland plc trading as Halifax handled his remortgage application. Mr B said Halifax’s customer service was poor and it kept asking for a document he didn’t have. Mr B had to stay with his existing lender, and says he’s paying ... (3 pages)View decision -
Decision Reference DRN-5963460
20 Nov 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5963460 The complaint Mr R has complained about the quality of a car provided on finance by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened Northridge supplied Mr R with a new car on a hire purchase agreement in March 2023. The cash price of the c... (7 pages)View decision -
Decision Reference DRN-5931089
20 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5931089 The complaint Mr G has complained about the claim settlement Domestic & General Insurance Plc (D&G) offered for a claim under his appliance warranty. What happened Mr G had a policy with D&G for his freezer and a separate policy with D&G for his fridge. Mr G... (2 pages)View decision
