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-6059668
7 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6059668 The complaint This complaint is about an expired interest-only mortgage that Mr C holds with Lloyds Bank PLC. The complaint relates primarily to how Lloyds dealt with Mr C’s request to extend the mortgage in 2023, and its decision to pursue legal action to recover the debt i... (4 pages)View decision -
Decision Reference DRN-5838180
7 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5838180 The complaint Mrs J & Mr J complain that Aviva Insurance Limited (“Aviva”) cancelled their motor insurance policy. What happened Mrs J & Mr J had car insurance policies with Aviva. In June 2025 they contacted Aviva and asked to cancel a particular policy. But Aviva c... (2 pages)View decision -
Decision Reference DRN-6058762
7 Jan 2026 Elfin Market Ltd UpheldConsumer CreditDRN-6058762 The complaint Elfin Market Ltd provided Miss P with a loan in July 2022, and she says it was provided irresponsibly. What happened Miss P complained about the lending decision below: Date Capital APR July 2022 £2,00029.8% Elfin Market looked into Miss P’s complaint but d... (3 pages)View decision -
Decision Reference DRN-6020343
7 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6020343 Complaint Mr F complains that First Response Finance Limited (“First Response”) failed to act fairly and reasonably towards him when entering into a hire-purchase agreement with him. He’s said that that First Response failed to disclose the commission that it paid to the mo... (3 pages)View decision -
Decision Reference DRN-6020337
7 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6020337 The complaint Mr C complains that First Response Finance Limited (‘FRFL’) treated him unfairly when it entered into a motor finance agreement with him. He’s said that FRFL failed to disclose the commission that it paid to the motor dealer that introduced his business and th... (3 pages)View decision -
Decision Reference DRN-5848064
7 Jan 2026 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5848064 The complaint Mr J complains about the way Fortegra Europe Insurance Company Ltd handled a claim he made on his household warranty for damage to a sofa. Mr J has been represented in bringing the complaint by Mrs B. I’ll refer to both Mr J and Mrs B at times in the body of t... (2 pages)View decision -
Decision Reference DRN-5880013
7 Jan 2026 G11 Financial Management Limited Not upheldPensions and AnnuitiesDRN-5880013 The complaint Mrs K’s complaint is about the charges deducted from her pension following advice she received from G11 Financial Management Limited (G11). She considers there are discrepancies with the charges that were disclosed, and that she has been overcharged. Mrs K has ... (3 pages)View decision -
Decision Reference DRN-6056834
7 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6056834 The complaint Mr G complains that BoS lent to him irresponsibly when it agreed to increase his overdraft limit. He also complains that BoS acted unfairly by continuing to provide the facility despite his financial difficulties. What happened The facts of this case are famili... (9 pages)View decision -
Decision Reference DRN-5775474
7 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5775474 The complaint Mrs H complains about the way Lloyds Bank General Insurance Limited handled a claim made under her home insurance policy. Reference to Mrs H or Lloyds includes their respective agents and representatives. What happened The circumstances aren’t in dispute, so ... (4 pages)View decision -
Decision Reference DRN-5902861
7 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5902861 The complaint Mr E complains that J.P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. What happened I’m satisfied the detailed background to this complaint is well known to both parties and that there is a clear timeline of events that’s ... (3 pages)View decision