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 386796 results
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Decision Reference DRN-5906918
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5906918 The complaint Mr C is unhappy with how Lloyds Bank PLC (Lloyds) handled a refund claim he made. What happened Mr C used his Lloyds credit card to purchase a digital piano from a supplier I shall call ‘D’ in January 2025 to the sum of £2,165.00. He discovered external cosmeti... (3 pages)View decision -
Decision Reference DRN-5980393
27 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5980393 The complaint Mr P complains that Loans 2 Go Limited trading as Loans 2 Go (“L2G”) irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In December 2023, Mr P applied to L2G for a cash loan. He was given a fixed sum loan agreement borr... (4 pages)View decision -
Decision Reference DRN-5956791
27 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5956791 The complaint Mr D complains that Lendable Ltd (“Lendable”) irresponsibly lent to him. What happened In September 2021 Mr D took out a loan with Lendable for £5,000. It was due to be repaid over 60 months, with a monthly repayment amount of £144.82. Mr D complained to Lend... (3 pages)View decision -
Decision Reference DRN-5970477
27 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5970477 The complaint Mr W has complained about the decision of Advantage Insurance Company Limited (‘Advantage’) to decline an escape of water claim under his home insurance policy. For the avoidance of doubt, the term ‘Advantage’ includes reference to its agents and contractors fo... (6 pages)View decision -
Decision Reference DRN-5972339
27 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5972339 The complaint Mrs S has complained that Scottish Equitable Plc, trading as Aegon, unnecessarily delayed the transfer of her group pension plan to her Hargreaves Lansdown self-invested personal pension (SIPP) and that this has caused her financial disadvantage. What happened ... (10 pages)View decision -
Decision Reference DRN-5786254
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5786254 The complaint Mrs I complains that National Westminster Bank Plc (NatWest) acted irresponsibly by agreeing to lend to her. What happened Around November 2021 Mrs I applied for a revolving credit facility (credit card) with NatWest. Her application was successful, and NatWest... (5 pages)View decision -
Decision Reference DRN-5973958
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5973958 The complaint Mrs S complains that Monzo Bank Ltd didn’t protect her from what she believed to be a fraudulent transaction. The disputed funds have since been returned to Mrs S, but she’s unhappy that Monzo allowed the transaction to be processed. What happened On 25 July 2... (2 pages)View decision -
Decision Reference DRN-5975121
27 Nov 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5975121 The complaint Mrs S has complained about the quality of a car provided on finance by Marsh Finance & Commercial Ltd. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Marsh supplied Mrs... (7 pages)View decision -
Decision Reference DRN-5706345
27 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5706345 The complaint Mr K complains that Cabot Credit Management Group Limited (Cabot) are harassing him in pursuit of payment for an account they haven’t proven they own. What happened Mr K had a loan and a current account with an overdraft balance with a bank I’ll refer to as N. ... (3 pages)View decision -
Decision Reference DRN-5873423
27 Nov 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5873423 The complaint Ms B who is a trustee of a trust, which I will refer to as T, has complained about the rejection of a claim made under its Landlords Legal Protection cover with ARAG Legal Expenses Insurance Company Limited trading as DAS. What happened A letting property is he... (5 pages)View decision
