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 380712 results
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Decision Reference DRN-5696479
15 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5696479 The complaint Mr O says a finance agreement he signed up to with STARTLINE MOTOR FINANCE LIMITED (Startline) was misrepresented to him. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (2 pages)View decision -
Decision Reference DRN-5552465
15 Aug 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5552465 The complaint Ms T, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to her. What happened Ms T took out a 24-month instalment loan for £2,000 from Finio Loans on 7 December 2022. The monthly repayments were £129.88. Ms T sa... (3 pages)View decision -
Decision Reference DRN-5672345
15 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5672345 The complaint Miss M complains that Vitality Health Limited has unfairly refused a claim she made under her private medical insurance policy, on the basis that she had a pre-existing medical condition. To resolve her complaint, she wants her claim to be paid in full, compen... (5 pages)View decision -
Decision Reference DRN-5756256
15 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5756256 The complaint Mr A complains about the ongoing advice fee charged by St James’s Place Wealth Management Plc. He believes he only received initial rather than ongoing advice and so should receive a full refund of the charges for a service he didn’t receive. What happened In ... (9 pages)View decision -
Decision Reference DRN-5386576
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386576 The complaint Mr H has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled his chargeback claim. What happened Mr H purchased forensic security markers from a supplier I shall call ‘E’ in August 2024 using his Halifax credit card to the sum of £179... (5 pages)View decision -
Decision Reference DRN-5739848
15 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5739848 The complaint Miss M complains that Lloyds Bank PLC pushed her to take out a two-year interest rate product for her mortgage, rather than the five-year product she wanted. Miss M asks that Lloyds applies the five-year rate she wanted in 2022. What happened Miss M has an inte... (3 pages)View decision -
Decision Reference DRN-5592738
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592738 The complaint Mr and Mrs R complain that Lloyds Bank PLC (‘Lloyds’) blocked and closed their account. What happened Mr and Mrs R had a joint current account with Lloyds. In November 2024, two payments, one for £60 and the other for £100, were received into the account. Mr a... (3 pages)View decision -
Decision Reference DRN-5757927
15 Aug 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5757927 The complaint Mr W and Mrs W are unhappy with the service provided by Accredited Insurance (Europe) Ltd (Accredited) after it refused to pay a claim made under their home insurance policy. Mr W and Mrs W are both party to this complaint. Mr W is the insured and Mrs W is the... (3 pages)View decision -
Decision Reference DRN-5422626
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5422626 The complaint Mr A complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complain... (5 pages)View decision -
Decision Reference DRN-5422558
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5422558 The complaint Mr A complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kn... (4 pages)View decision
