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-5958849
9 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5958849 The complaint Mr M complains that TSB Bank plc failed to set up a direct debit on his credit card account. What happened Mr M is a customer of TSB. In October 2024, he received a text message from TSB offering him a credit card and loan. Mr M says that a member of staff in b... (4 pages)View decision -
Decision Reference DRN-6003317
9 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-6003317 The complaint Ms P complains Bank of Scotland plc trading as Halifax (‘Halifax’) misapplied a repayment plan to her unsecured personal loan, causing her difficulties with her credit file and finances. Ms P is unhappy with how Halifax have tried to put things right, and seek... (5 pages)View decision -
Decision Reference DRN-6002186
9 Dec 2025 UK Mortgage Lending Ltd Not upheldMortgagesDRN-6002186 The complaint Mrs L’s complaint is about a second charge mortgage she and the late Mr L had with UK Mortgage Lending Ltd trading as Pepper Money. She thinks: • the decision to lend to them was irresponsible as she doesn’t think proportionate checks were done, the mortgage wa... (5 pages)View decision -
Decision Reference DRN-5976370
9 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5976370 The complaint Miss O complains that Bank of Scotland plc trading as Halifax (Halifax) has treated her unfairly in relation to its obligations with regard to a payment she made using her debit card. What happened In March 2024, Miss O paid £852.78 to an airline company (who I... (3 pages)View decision -
Decision Reference DRN-5711836
9 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5711836 The complaint Mr and Mrs H were unhappy their claim for storm damage to their property was declined by INTACT INSURANCE UK LIMITED (“INTACT”) under their home insurance policy. What happened Mr and Mrs H made a claim to INTACT when strong winds caused damage to the flat roof... (2 pages)View decision -
Decision Reference DRN-6005064
9 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6005064 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (5 pages)View decision -
Decision Reference DRN-6005666
9 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-6005666 The complaint Ms G complains about how esure Insurance Limited (esure) handled a claim made on her motor insurance policy. What happened Ms G was involved in a non-fault accident in April 2023. She has had a previous complaint dealt with by our Service in which she complain... (3 pages)View decision -
Decision Reference DRN-6006356
9 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6006356 The complaint Mr D complains that Specialist Motor Finance Limited (SMFL) failed to complete sufficient affordability checks prior to approving him for finance, resulting in him experiencing financial hardship. What happened In November 2023, Mr D acquired a car through a Hi... (6 pages)View decision -
Decision Reference DRN-5800976
9 Dec 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5800976 The complaint V, a company, complains about a claim it made on its Alwyn Insurance Company Limited (‘Alwyn’) landlord’s legal protection insurance policy, which was declined. V says Alwyn treated it unfairly. V’s complaint is brought by Mr S, but I shall refer to all submiss... (2 pages)View decision -
Decision Reference DRN-5792890
9 Dec 2025 TransferGo Ltd Not upheldBanking and PaymentsDRN-5792890 The complaint Mr B complains that Transfergo Ltd won’t refund him the money he lost in two investment scams. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them here. Instead, I’ve summarised what I consider t... (4 pages)View decision