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 381196 results
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Decision Reference DRN-5694366
23 Sep 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5694366 The complaint Mrs W complains that Lloyds Bank General Insurance Limited have provided poor service and delayed in dealing with her claim following an escape of water. What happened Mrs W held buildings and contents insurance with Lloyds. In December 2023 she made a claim ... (3 pages)View decision -
Decision Reference DRN-5630790
23 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5630790 The complaint Mr S and Miss Y complain that a car supplied to them under a conditional sale agreement with Moneybarn No. 1 Limited (MBL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provis... (6 pages)View decision -
Decision Reference DRN-5625993
23 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5625993 The complaint Mrs H complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“Evergreen”) didn’t complete proper checks before lending to her. What happened Between July 2023 and April 2024, Mrs H applied for four loans with Evergreen: • The first was in July... (4 pages)View decision -
Decision Reference DRN-5803275
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5803275 The complaint Mr B complains that Nationwide Building Society declined his account application. He wants to know what information it has based its decision on. What happened Mr B held an account with Nationwide which was closed in 2024 (which has been the subject of a separ... (2 pages)View decision -
Decision Reference DRN-5646440
23 Sep 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5646440 The complaint Mr C complains that Lloyds Bank PLC didn’t treat him fairly when he experienced financial difficulties with his mortgage, in particular that it threatened repossession and added legal fees to the balance. What happened Mr C has a mortgage with Lloyds. It was or... (4 pages)View decision -
Decision Reference DRN-5782007
23 Sep 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5782007 The complaint Mr D has complained Zopa Bank Limited is continuing to hold him liable for a debt on a credit card he didn’t take out. What happened In October 2024 Mr D received a letter from a third-party collection agency. They confirmed there was an outstanding debt of £70... (3 pages)View decision -
Decision Reference DRN-5698526
23 Sep 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5698526 The complaint Mrs A complains that HDI Global Specialty SE declined a claim on her pet insurance policy. What happened Mrs A took out pet insurance for her pet dog. The policy is underwritten by HDI and started in August 2024. In January 2025 her dog was seen by the vet abou... (2 pages)View decision -
Decision Reference DRN-5777731
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5777731 The complaint Mr C complains that HSBC UK Bank Plc trading as First Direct has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In April 2024, Mr C attended a design consultation with a merchant, who I’... (3 pages)View decision -
Decision Reference DRN-5647841
23 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5647841 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened For the year from late August 2023, Mr A had a comprehensive policy with Admiral. Mr A acquired an electric car made by a spec... (4 pages)View decision -
Decision Reference DRN-5664260
23 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5664260 The complaint Ms A complains that Admiral Insurance (Gibraltar) Limited has unfairly handled her motor insurance claim when it considered her at fault for an accident. What happened Ms A has a motor insurance policy for her car which is insured through Admiral. When making... (3 pages)View decision
