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 386169 results
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Decision Reference DRN-5861028
25 Nov 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5861028 The complaint Mrs B complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Mrs B was provided with two loans by Lloyds. LoanDate Amount Term Monthly repayments 1 December 2016 £24,025 84 months £401.44 2 March 2019 £8,00084 months £149.40 Mrs ... (4 pages)View decision -
Decision Reference DRN-5754228
25 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5754228 The complaint Miss D complains that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with a catalogue account and increased her credit limit several times. What happened J D Williams provided Miss D with a catalogue account in January 2021 whic... (4 pages)View decision -
Decision Reference DRN-5964566
25 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5964566 The complaint Mrs G is complaining that Santander UK Plc didn’t do enough to prevent her from making payments to an investment scam. The complaint is brought on her behalf by a professional representative. What happened In late 2024 Mrs G’s representative reported to Santand... (4 pages)View decision -
Decision Reference DRN-5718635
25 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5718635 The complaint Mr and Mrs H complain Barclays Bank UK PLC won’t agree to extend their existing mortgage. What happened Mr and Mrs H have an interest only mortgage which reaches the end of its term in 2026. They’ve asked Barclays to extend this for a further five years until M... (2 pages)View decision -
Decision Reference DRN-5864654
25 Nov 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5864654 The complaint N complains that Arch Insurance (UK) Limited, has unfairly recorded two claims for damage made, which it believes is the result of the same incident. N feels this has resulted in it losing out with the excess payment being doubled and it believes its insurance ... (3 pages)View decision -
Decision Reference DRN-5577921
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5577921 The complaint Miss M complains that Monzo Bank Ltd won’t reimburse her after she made payments for home renovation supplies that were never provided – which she now considers to have been part of a scam. What happened The circumstances of this complaint have been set out in ... (3 pages)View decision -
Decision Reference DRN-5840425
25 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5840425 The complaint Mr G has complained about the way U K Insurance Limited (UKI) handled the provision of alternative accommodation after he made a fire claim under his home insurance policy. What happened On 27 December 2024 Mr G made a claim to UKI after his home was damaged by... (3 pages)View decision -
Decision Reference DRN-5792105
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5792105 The complaint Mr B complains that Norwich Union/Commercial Union, now Aviva Life & Pensions UK Limited, applied a mis-sale compensation payment to his existing policy in 2000. He says he was told at the time he couldn’t have the redress paid to another policy. Mr B also ... (3 pages)View decision -
Decision Reference DRN-5972003
25 Nov 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5972003 The complaint Mr M complains that Great Lakes Insurance SE has not settled a claim on his gadget insurance policy. Where I refer to Great Lakes, this includes its agents and claims handlers acting on its behalf. What happened Mr M made a claim on his gadget insurance policy ... (4 pages)View decision -
Decision Reference DRN-5778259
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5778259 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (7 pages)View decision
