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 385994 results
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Decision Reference DRN-5887725
28 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5887725 The complaint Mr D complained that the settlement esure Insurance Limited (“esure”) offered him was too low and the standard of communication during his claim was poor, following the theft of his car under his motor insurance policy. What happened Mr D’s car was stolen. He m... (3 pages)View decision -
Decision Reference DRN-5981848
28 Nov 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5981848 The complaint Miss A complains that Home Retail Group Card Services Limited trading as Argos Financial Services (‘Argos’) prevented her from paying off her store card and didn’t support her to reduce her debt. She’s unhappy with how Argos communicated with her. Miss A seeks... (3 pages)View decision -
Decision Reference DRN-5295755
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295755 The complaint Miss C complains Lloyds Bank PLC won’t refund transactions made from her account she says she didn’t make or authorise. Miss C is represented, but as it’s her complaint I’ll refer mostly to her. What happened On 30 and 31 May 2024, several online transactions... (3 pages)View decision -
Decision Reference DRN-5826853
28 Nov 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5826853 The complaint Mr N is unhappy that Bank of Scotland plc, trading as Halifax, charged him £4.30 more on his final personal loan payment than he had paid on all other payments. What happened Mr N has a personal loan with Halifax. The terms of the loan included that Mr N was re... (2 pages)View decision -
Decision Reference DRN-5981244
28 Nov 2025 Casterbridge Wealth Limited UpheldPensions and AnnuitiesDRN-5981244 The complaint Miss N has complained to Casterbridge Wealth Limited (Casterbridge) that she’s been unable to obtain performance information or a valuation of her self-invested personal pension (SIPP) since IBP Markets Ltd, the custodian for her investments, was placed into sp... (7 pages)View decision -
Decision Reference DRN-5795844
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5795844 The complaint A company I’ll call S complains that Lloyds Bank PLC (Cardnet) has blocked its funds and won’t release them. To put things right, S wants Cardnet to release its funds. S is represented by its director, Mrs A. What happened On 7 June 2023, Cardnet closed S’s ac... (3 pages)View decision -
Decision Reference DRN-5982393
28 Nov 2025 Ascot Lloyd Limited UpheldInvestmentsDRN-5982393 The complaint Mrs B complains about the advice she was given to invest in a venture capital trust ("VCT") by Ascot Lloyd Limited trading as Ascot Lloyd. What happened In 2016 Mrs B met with an adviser at Investment Solutions, which has subsequently become part of A... (7 pages)View decision -
Decision Reference DRN-5941791
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5941791 The complaint Mrs M complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5860503
28 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5860503 The complaint Mrs C complains that Nationwide Building Society won’t refund the money she lost to an investment scam. Mrs C is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5981129
28 Nov 2025 Swan Digital Limited Not upheldConsumer CreditDRN-5981129 The complaint Mr L and Ms C, as partners of N, argue that Swan Digital Limited mis-sold them two hire purchase agreements. What happened Mr L and Ms C were two partners of an unincorporated partnership I’ll call “N”. In May 2017 Mr L and Ms C, trading as N, entered a hire ag... (4 pages)View decision
