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 384134 results
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Decision Reference DRN-5677872
8 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5677872 The complaint Mr and Mrs P complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (19 pages)View decision -
Decision Reference DRN-5571667
8 Jul 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5571667 The complaint Mr W complains about the level of service provided by Hastings Insurance Services Limited when he tried to transfer No Claims Discount (NCD) years from another motor insurance policy. He said this had affected his policy premium. What happened Mr W had one car... (3 pages)View decision -
Decision Reference DRN-5547566
8 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5547566 The complaint Mr H says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr H took out a loan for £2,000 over 24 months from 118 118 Money on 4 August 2019. The monthly repayments were £119.61. He then took a second loan for £2,674.11... (2 pages)View decision -
Decision Reference DRN-5663535
8 Jul 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5663535 The complaint Mr B complains that The Mortgage Works (UK) Plc unfairly declined to offer additional lending or allow a second charge on his buy to let property. What happened Mr B took out a buy to let mortgage with TMW in 2020. He applied for additional borrowing. TMW decli... (2 pages)View decision -
Decision Reference DRN-5557052
8 Jul 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5557052 The complaint Ms R complains that Domestic & General Insurance Plc (‘D&G’)’s settlement for a claim on a household appliance protection plan is unfair. What happened Ms R had a D&G protection plan covering breakdown or accidental damage for several household appl... (2 pages)View decision -
Decision Reference DRN-5473204
8 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5473204 The complaint Mr S has complained about the length of time it took for Phoenix Life Limited to update its records to show his new bank account. What happened Mr S holds an annuity with Phoenix Life Limited (Phoenix). Mr S now lives outside of the UK. On 16 April 2024 Mr S w... (4 pages)View decision -
Decision Reference DRN-5181952
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5181952 The complaint Mr R complains that Revolut Ltd didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr R is represented, but for ease of reading I will refer to Mr R, in t... (4 pages)View decision -
Decision Reference DRN-5674728
8 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5674728 The complaint Ms L complains that Bank of Scotland plc trading as Halifax didn’t respond to a subject access request she made in late 2020 or early 2021, and she also complains about customer service on two recent calls. What happened This mortgage is in joint names, but in ... (2 pages)View decision -
Decision Reference DRN-5657682
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5657682 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) blocked a payment he wanted to make. And that it gave him poor customer service. What happened In October 2024 Mr E attempted to transfer a large sum to an international money trans... (2 pages)View decision -
Decision Reference DRN-5444406
8 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5444406 The complaint Ms F complains that Marks & Spencer Financial Services Plc (trading as M&S Bank) passed her accounts to a debt collection agency and registered a default on her credit file. What happened Ms F says M&S told her that it had received no money towards... (4 pages)View decision
