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-5144617
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5144617 The complaint Mr S is unhappy that he’s not received a refund following a complaint to his bank Lloyds Bank PLC. What happened Mr S employed the services of J – a builder. He says he knew him to be a genuine builder who lived in the local village, with his details passed on... (5 pages)View decision -
Decision Reference DRN-5833450
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5833450 The complaint Mr H complains about the way Lloyds Bank PLC dealt with his requests for a payment arrangement and that it allowed his ex-partner access to his current account. What happened In 2023, Mr H reached out to Lloyds over the phone for help with managing his overdraf... (4 pages)View decision -
Decision Reference DRN-5762441
24 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5762441 The complaint Miss B is unhappy with how U K Insurance Limited trading as Privilege Home Insurance (UKI) settled a claim made for storm damage under her buildings insurance policy. Any reference to UKI includes its agents. What happened In February 2025, Miss B phoned UKI ... (3 pages)View decision -
Decision Reference DRN-5838462
24 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5838462 The complaint Mr M’s complaint is about the lack of assistance he received from Great Lakes Insurance UK Limited under his travel insurance policy (‘the policy’) after he injured his knee abroad. All reference to Great Lakes includes its agents and medical assistance team. ... (2 pages)View decision -
Decision Reference DRN-5144619
24 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5144619 The complaint Mr S is unhappy with how Starling Bank responded, after he raised a scam claim. What happened Mr S employed the services of a builder – J. Ultimately that relationship broke down leaving Mr S with incomplete and unsatisfactory work. He contacted Starling and w... (3 pages)View decision -
Decision Reference DRN-5838282
24 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5838282 The complaint Mrs R is unhappy that Santander UK Plc won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs R fell victim to a task-based job scam in which sh... (4 pages)View decision -
Decision Reference DRN-5837992
24 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5837992 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, has been unreasonable not to write off his debt on medical grounds and that they failed to acknowledge his representative’s authority. What happened The detailed background to this complaint is well ... (2 pages)View decision -
Decision Reference DRN-5837755
24 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5837755 The complaint Mr T is unhappy with the quality of a car financed by First Response Finance Limited using a hire purchase agreement. What happened In January 2024 Mr T entered into a hire purchase agreement with First Response for a used car. The car was around eight years ol... (4 pages)View decision -
Decision Reference DRN-5838165
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5838165 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mr C fell victim to a romance scam a... (3 pages)View decision -
Decision Reference DRN-5836883
24 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5836883 The complaint Ms B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application. Ms B also complains that Capital One failed to close a credit card that it had previously upheld an irresponsible lending complaint about. What happen... (4 pages)View decision
