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 384133 results
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Decision Reference DRN-5870968
28 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5870968 The complaint Mr S is unhappy with the exchange rate applied by Bank of Scotland plc trading as Halifax (‘Halifax’) when they converted an incoming Euro payment. He doesn’t think it’s in line with the information on their website and it’s led to a loss. What happened Mr S’ s... (3 pages)View decision -
Decision Reference DRN-5756421
28 Nov 2025 247 Money Group Limited UpheldConsumer CreditDRN-5756421 The complaint Mr S complains that 247 Money Group Limited trading as 247Money lent to him by approving a car finance agreement which he says he could not afford. What happened In February 2022 Mr S wanted to buy a second hand car which he did using the car finance provided b... (4 pages)View decision -
Decision Reference DRN-5965453
28 Nov 2025 Steven Day UpheldPensions and AnnuitiesDRN-5965453 The complaint Mrs R complains that Steven Day (trading as A J Life) gave her unsuitable advice to transfer the deferred benefits in her occupational pension scheme (‘OPS’) to a Self-Invested Personal Pension (‘SIPP’). She explains that she suffered investment losses and beli... (16 pages)View decision -
Decision Reference DRN-5944958
28 Nov 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5944958 The complaint Miss W complains about Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’). She says it was irresponsible in lending to her. Miss W is represented in this complaint but for ease of reference I have referred to Miss W throughout the decision.... (4 pages)View decision -
Decision Reference DRN-5861538
28 Nov 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5861538 The complaint Ms K complained about the way V12 Retail Finance Limited (V12) dealt with a claim about goods she bought through a fixed sum loan agreement. What happened In August 2021 Ms K entered into a fixed sum loan agreement with V12 to purchase sofas from a retailer I’... (5 pages)View decision -
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
