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-5917768
25 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5917768 The complaint Mr F complains that Marks & Spencer Financial Services plc trading as M&S Bank no longer accept payments to his credit card balance in store. What happened Mr F is unhappy that he can no longer pay his M&S credit card in M&S stores. Paying by ot... (2 pages)View decision -
Decision Reference DRN-5805370
25 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5805370 The complaint Miss W’s complaint is about a claim she made on her INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which was declined. Miss W says she was treated unfairly. What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5947191
25 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5947191 The complaint Mr G has complained about the actions of Lloyds Bank PLC (Lloyds) after he fell victim to a scam What happened Mr G has said he saw an advert for an investment opportunity and clicked on the link which took him to the website. He was advised by the scammer to o... (4 pages)View decision -
Decision Reference DRN-5921960
25 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5921960 The complaint Mrs G complains that Madison CF UK Limited trading as 118 118 Money (Madison) irresponsibly entered into a fixed sum loan agreement with her that she could not afford to repay. What happened In January 2025 Mrs G applied for a loan with Madison. She was given ... (3 pages)View decision -
Decision Reference DRN-5941830
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5941830 The complaint Mr B complains that Bank of Scotland plc trading as Halifax unfairly sold his account to a third party debt purchaser without giving him the opportunity to sort it out with Halifax directly. What happened In 2023, Mr B was scammed. This led to him having a larg... (2 pages)View decision -
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
