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-5907366
27 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5907366 The complaint Mr W has complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) in relation to a claim under his home insurance policy. For the avoidance of doubt, the term ‘Lloyds’ includes reference to its agents and representatives. What h... (4 pages)View decision -
Decision Reference DRN-5980091
27 Nov 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5980091 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Mr M or Northridge have said or done, it should also be tak... (5 pages)View decision -
Decision Reference DRN-5960066
27 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5960066 The complaint Mr O complains that Bank of Scotland plc trading as Halifax charged him a cash equivalent transaction fee and gave him incorrect advice when he called. He wants a refund of the fee and the associated interest. What happened Mr O holds a credit card with Halifax... (2 pages)View decision -
Decision Reference DRN-5946708
27 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5946708 The complaint Miss M is unhappy that a car supplied to her under a Personal Contract Plan (a type of hire purchase agreement) with Mercedes-Benz Financial Services UK Limited (‘MBFS’) was mis- sold. What happened The background of this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5902830
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5902830 The complaint T, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate T’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. T says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5548041
27 Nov 2025 BEST RISK MANAGEMENT AND FINANCIAL SERVICE LIMITED Not upheldInsuranceDRN-5548041 The complaint Mr G has complained that Best Risk Management and Financial Service Limited (‘Best’) mis- sold him a level term life assurance policy. He wants his premiums repaid. What happened In January 2021 Mr G sought whole of life cover of £100,000 but because of his he... (3 pages)View decision -
Decision Reference DRN-5979408
27 Nov 2025 NCO Europe Limited Not upheldConsumer CreditDRN-5979408 The complaint Mr A complains that NCO Europe Limited (NCO) incorrectly reported a default to his credit file and failed to correct this on multiple occasions. What happened Mr A had a credit card with a business I’ll call V. When Mr A’s income changed he entered into a payme... (2 pages)View decision -
Decision Reference DRN-5899691
27 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5899691 The complaint Mr K complains that Nationwide Building Society handled his application for a transfer of equity on his mortgage poorly, causing him distress and inconvenience. What happened In 2021 Mr K and his then partner took a mortgage with Nationwide. The mortgage was f... (3 pages)View decision -
Decision Reference DRN-5825083
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5825083 The complaint Mr S is unhappy with Lloyds Bank Plc. He wanted to buy a car, and Lloyds wouldn’t let the payment go through and then blocked his account. Mr S missed out on the purchase and then had to go through the hassle of having to make a special visit to a branch with i... (3 pages)View decision -
Decision Reference DRN-5819968
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5819968 The complaint Mr P has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a tablet he purchased using his current account. What happened On 12 May 2025, Mr P used his Virgin Money current ac... (4 pages)View decision