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-5622465
22 Sep 2025 TSB Bank plc UpheldConsumer CreditDRN-5622465 The complaint Mr S complains TSB Bank plc irresponsibly provided him with a personal loan. What happened TSB Bank provided Mr S with a loan of £17,000 in February 2023. The loan was repayable over 48 monthly instalments of around £435, and had a total repayable value, includ... (6 pages)View decision -
Decision Reference DRN-5567855
22 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5567855 The complaint With the help of a professional representative (PR), Mr H complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to him irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Mr H. What happened Mr H ent... (3 pages)View decision -
Decision Reference DRN-5827863
22 Sep 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5827863 The complaint Miss T complains that OAKBROOK FINANCE LIMITED was irresponsible in its lending to her. She wants all interest and charges paid on the loan refunded. What happened Miss T was provided with two loans by Oakbrook the details of which are set out below. LoanDate A... (4 pages)View decision -
Decision Reference DRN-5827743
22 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5827743 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly handle her chargeback request. What happened In January 2024 Mrs M booked a number of connected flights for her and her family. She made the booking with a broker and no... (3 pages)View decision -
Decision Reference DRN-5831313
22 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5831313 The complaint The executor of the late Mrs H’s estate complains about a claim made on Mrs H’s home insurance policy with Ageas Insurance Limited (‘Ageas’). What happened The following is intended as a summary of key events only. Following Mrs H’s death in 2017, her executo... (4 pages)View decision -
Decision Reference DRN-5819780
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5819780 The complaint Ms B complains about the service she received from Lloyds Bank PLC (“Lloyds”) regarding a long-standing block that was applied to her account. In particular, Ms B is unhappy about the service she received from Lloyds when trying to have this removed. What happe... (3 pages)View decision -
Decision Reference DRN-5710630
22 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5710630 The complaint Mr R complains that, when using its “Settle Up” feature, Starling Bank Limited trading as Starling Bank won't take steps to prevent payers from using abusive language in the references or redact them on the bank statements. What happened Mr R uses the Sett... (2 pages)View decision -
Decision Reference DRN-5427481
22 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5427481 The complaint Mr G complains that a car acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (‘Black Horse’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this compl... (3 pages)View decision -
Decision Reference DRN-5188645
22 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5188645 The complaint Mr and Mrs N complain that Nationwide Building Society didn’t protect them against losing money to a scam. The loss came from a joint account and Mr and Mrs N have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer... (4 pages)View decision -
Decision Reference DRN-5441854
22 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5441854 The complaint Ms K queries how her pension was moved, between 1989 and 1994, to Norwich Union, now Aviva Life & Pensions UK Limited (‘Aviva’). She previously had a Defined Benefits Pension (‘DBP’). She says she does not recall asking for it to be transferred or consentin... (4 pages)View decision
