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 371633 results
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Decision Reference DRN-5187101
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5187101 The complaint Mrs K complains that a car supplied to her under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision ... (6 pages)View decision -
Decision Reference DRN-5592948
23 Jun 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5592948 The complaint Mr K complains Lloyds Bank PLC (trading as IWeb) hasn’t treated him fairly by not paying him interest on the cash balance he holds in his stocks and shares ISA. What happened Mr K has held a stocks and shares ISA with IWeb for a number of years. He holds both ... (4 pages)View decision -
Decision Reference DRN-5285586
23 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5285586 The complaint Mr A complains Capital One (Europe) plc wont refund transactions made from his credit card account which he says he didn’t make or authorise. What happened Mr A reported three transactions to Capital One as fraudulent on 24 October 2024. The transactions total... (3 pages)View decision -
Decision Reference DRN-5640432
23 Jun 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5640432 The complaint Mr W has complained about the return of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened Mr W entered into a fixed sum loan agreement for the supply of a phone in March 2024. The total amount paya... (5 pages)View decision -
Decision Reference DRN-5506955
23 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5506955 The complaint Mr M complains Vanquis Bank Limited lent to him irresponsibly when they approved his application for a credit card. What happened Mr M complains Vanquis failed to carry out adequate checks when making the lending decision below: Date Credit limit 29 August 20... (2 pages)View decision -
Decision Reference DRN-5588215
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5588215 The complaint Miss J complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with a credit card. Miss J is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss J throughout. What h... (3 pages)View decision -
Decision Reference DRN-5477167
23 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5477167 The complaint Mr W complains Unum Ltd unfairly declined his income protection claim when he was too ill to work. What happened Mr W worked in a management role in financial services and was a beneficiary of his employer’s income protection policy. The policy is designed to p... (4 pages)View decision -
Decision Reference DRN-5177650
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5177650 The complaint Mr and Mrs C complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs C have a joint account with Lloyds. Through a professional representative, they complained to Lloyds in... (3 pages)View decision -
Decision Reference DRN-5638666
23 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5638666 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (25 pages)View decision -
Decision Reference DRN-5602211
23 Jun 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5602211 The complaint Mr D as representative for Mrs D complains Scottish Widows Limited (‘Scottish Widows’) delayed facilitating the part surrender of Mrs D’s investment bond. He says the compensation Scottish Widows paid for the delay wasn’t sufficient. What happened Mr D had last... (4 pages)View decision
