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 384131 results
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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 -
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
