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 381082 results
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Decision Reference DRN-5734787
22 Oct 2025 Lloyds Bank PLC UpheldMortgagesDRN-5734787 The complaint Mr E complains that Lloyds Bank PLC didn’t treat him fairly when he was in difficult financial and personal circumstances. He would like the solicitors costs he incurred reimbursed. What happened Mr E took out an interest-only mortgage with Lloyds in 2016. The... (4 pages)View decision -
Decision Reference DRN-5839929
22 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5839929 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection an account switch. What happened In brief summary, Mrs H encountered problems as a result of an account switch not being carried out in the way she i... (3 pages)View decision -
Decision Reference DRN-5803635
22 Oct 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5803635 The complaint Mr K complains about the response of AA Underwriting Insurance Company Limited (‘AA’) to his motor insurance claim. AA are the underwriters (insurers) of this policy. Much of Mr K’s dissatisfaction relates to the actions of agents that were acting on behalf of ... (3 pages)View decision -
Decision Reference DRN-5857499
22 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5857499 The complaint Mr M says he got very poor service from Accredited Insurance (Europe) Ltd and its agents when he made a claim on his motor insurance policy after a non-fault accident. What happened Mr M said Accredited’s agents changed their opinions on whether his car should... (3 pages)View decision -
Decision Reference DRN-5747979
22 Oct 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5747979 The complaint Miss C complains that Vanquis Bank Limited made errors that prevented her from making payments towards her personal loan, and that it registered a default on her credit file. What happened In March 2023, Miss C successfully applied for a personal loan with Vanq... (4 pages)View decision -
Decision Reference DRN-5899111
22 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5899111 The complaint Ms B complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled an escape of water claim she made on her home insurance policy. What happened The background to this complaint is well known to the parties, so the following is intended a... (9 pages)View decision -
Decision Reference DRN-5649295
22 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5649295 The complaint Mr N complains J D Williams & Company Limited (JDW) trading as Fashion World irresponsibly agreed to a revolving credit facility he said he couldn’t afford. In bringing his complaint Mr N is represented by a third party. For ease of reading I will only refe... (3 pages)View decision -
Decision Reference DRN-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision -
Decision Reference DRN-5893492
22 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5893492 The complaint Miss B has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In late 2024, Miss B was looking for work and found an advert for remote part-time work. She provided her details, then was contacted by sc... (4 pages)View decision -
Decision Reference DRN-5730674
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730674 The complaint Mr A complains about the actions of Revolut Ltd when he lost money to a scam. Mr A is being represented by a claims management company but for ease of reading I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision
