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-6026048
5 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6026048 The complaint This complaint is about an interest-only mortgage Mr and Mrs B held until recently with Lloyds Bank PLC. Mr and Mrs B complain that Lloyds failed to honour a verbal promise, which they say was made in a phone call, to extend the mortgage until Mr B reached age ... (3 pages)View decision -
Decision Reference DRN-6046747
5 Jan 2026 Acasta Europe Limited Not upheldInsuranceDRN-6046747 The complaint Mr and Mrs D are unhappy that a claim relating to roof damage under a Guarantee Insurance policy underwritten by Acasta European Insurance Company Limited has been declined. Mr and Mrs D have been dealing with an agent of Acasta who I will refer to as IWA. As t... (2 pages)View decision -
Decision Reference DRN-5835864
5 Jan 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5835864 The complaint Mr O is complaining about the amount of interest he’s been charged by Brent Shrine Credit Union Limited trading as My Community Bank (MCB). What happened In September 2022, Mr O took out a loan with MCB. He borrowed around £13,000, repayable over a five-year te... (3 pages)View decision -
Decision Reference DRN-5796943
5 Jan 2026 EE Limited Not upheldConsumer CreditDRN-5796943 The complaint Mr P has complained that EE Limited (EE) mis sold a credit agreement taken out to buy a device. What happened In November 2024, Mr P entered into a Fixed Sum Loan Agreement with EE for the supply of a new mobile phone, also known as a device agreement. Mr P sa... (2 pages)View decision -
Decision Reference DRN-5877197
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5877197 The complaint Mr R and Miss T complain that Admiral Insurance (Gibraltar) Limited recorded a fraud marker against Miss T on the national fraud database (‘Cifas’). Reference to Admiral includes its agents. What happened In summary, it’s common ground that Mr R and Miss T bou... (4 pages)View decision -
Decision Reference DRN-5775425
5 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-5775425 The complaint Mr C is unhappy that Bank of Scotland plc trading as Halifax have paid service charges on his behalf and added them to the mortgage balance. Mr C believes there was no legal or regulatory requirement for doing so and Halifax pressured him and allowed this to ha... (3 pages)View decision -
Decision Reference DRN-5912433
5 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5912433 The complaint Mr H complains about AXA Insurance UK Plc (“AXA”) and their decision to cancel his home insurance policy, which also then removed his access to the additional Legal Expenses (“LE”) policy it included. What happened The claim and complaint circumstances are well... (3 pages)View decision -
Decision Reference DRN-6005418
5 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-6005418 The complaint This complaint’s about a mortgage that Mr O used to hold with Santander UK Plc, jointly with another party. Mr O complains that in 2009, when switching the mortgage to interest-only for a period, Santander also capitalised arrears without his knowledge or infor... (3 pages)View decision -
Decision Reference DRN-6010470
5 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-6010470 The complaint Mr B complains Zurich Assurance Ltd (Zurich) has declined the claim he made under a group income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr B is covered und... (3 pages)View decision -
Decision Reference DRN-6012223
5 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6012223 The complaint Mr T complains about delays in the processing of his voluntary termination and about a charge Santander Consumer (UK) Plc, trading as Santander Consumer Finance (Santander) asked him to pay. What happened The detailed background to this complaint is well known ... (2 pages)View decision