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 392389 results
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Decision Reference DRN-6095602
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6095602 The complaint Mr C complains that Lloyds Bank PLC is unable to locate an account which he says remains open with it. He says it has a credit balance of around £2,500. What happened In June 2025 Mr C contacted Lloyds to say that he thought it held an account in his name with ... (2 pages)View decision -
Decision Reference DRN-6087226
29 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6087226 The complaint Miss M complains about Hutchison 3G UK Limited trading as Three (‘H’) registering a default on her credit file in respect of a finance agreement she took out with it. What happened The parties are familiar with the background details of this complaint – so I wi... (4 pages)View decision -
Decision Reference DRN-6116539
29 Jan 2026 Scottish Widows Limited UpheldInvestmentsDRN-6116539 The complaint Mr F1 and Mrs F, as Trustees of Mr F2’s Trust, complain about the service they received from Scottish Widows Limited trading as Halifax Financial Services (referred to as “HFS”) in relation to the withdrawal of funds. They say that the latest compensation offered ... (4 pages)View decision -
Decision Reference DRN-5849668
29 Jan 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-5849668 The complaint Mrs D complains that Evolution Insurance Company Limited (EIC) haven’t fairly handled her claim under her home emergency policy. What happened The details of what happened are well known to both parties. I will just summarise them here. • Mrs D had home emergen... (2 pages)View decision -
Decision Reference DRN-6030944
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6030944 The complaint Mr W complains that Bank of Scotland Plc (BoS) delayed giving him a payment made to a closed current account. What happened Mr W said he had a protracted dispute with a government department about a fee he paid twice. In March 2024 the government department tol... (2 pages)View decision -
Decision Reference DRN-5935565
29 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5935565 The complaint Mr A complains HSBC UK Bank Plc unfairly restricted his account and refused to process a cheque he deposited. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 5 March 2025 Mr A dep... (3 pages)View decision -
Decision Reference DRN-6108752
29 Jan 2026 MetLife Europe d.a.c. Not upheldInsuranceDRN-6108752 The complaint Mr O is unhappy that MetLife Europe d.a.c. have failed to investigate or take action against a sales agent who he said had been abusive and unprofessional. What happened Mr O is unhappy with the conduct of a sales agent whom he says committed a data breach and ... (3 pages)View decision -
Decision Reference DRN-5910476
29 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-5910476 The complaint Ms A complains about the valuation that esure Insurance Limited offered her following the total loss of her car. She wants it to pay her a fair settlement. What happened Ms A’s car was damaged in an incident and declared to be a total loss. esure offered Ms A ... (3 pages)View decision -
Decision Reference DRN-6048857
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6048857 The complaint Mrs P complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds she lost when she fell victim to what she believed was a scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat everything again in detail... (6 pages)View decision -
Decision Reference DRN-5937757
29 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5937757 The complaint Miss T complains Barclays Bank UK PLC hasn’t given her a refund under the direct debit indemnity scheme despite promising her she’d receive one within three working days several times. She also complains about the way her claim and complaint was handled. What h... (2 pages)View decision