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 369227 results
-
Decision Reference DRN-5588215
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5588215 The complaint Miss J complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with a credit card. Miss J is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss J throughout. What h... (3 pages)View decision -
Decision Reference DRN-5477167
23 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5477167 The complaint Mr W complains Unum Ltd unfairly declined his income protection claim when he was too ill to work. What happened Mr W worked in a management role in financial services and was a beneficiary of his employer’s income protection policy. The policy is designed to p... (4 pages)View decision -
Decision Reference DRN-5177650
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5177650 The complaint Mr and Mrs C complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs C have a joint account with Lloyds. Through a professional representative, they complained to Lloyds in... (3 pages)View decision -
Decision Reference DRN-5638666
23 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5638666 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (25 pages)View decision -
Decision Reference DRN-5602211
23 Jun 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5602211 The complaint Mr D as representative for Mrs D complains Scottish Widows Limited (‘Scottish Widows’) delayed facilitating the part surrender of Mrs D’s investment bond. He says the compensation Scottish Widows paid for the delay wasn’t sufficient. What happened Mr D had last... (4 pages)View decision -
Decision Reference DRN-5598204
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5598204 Complaint Mr A has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to his account. Mr A is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr A’s account were unfa... (6 pages)View decision -
Decision Reference DRN-5630609
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5630609 Complaint Mr W has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair as there was a... (6 pages)View decision -
Decision Reference DRN-5626047
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5626047 Complaint Mr H has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s account were unfair as there was a ... (5 pages)View decision -
Decision Reference DRN-5626141
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5626141 Complaint Mr M has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account were unfair as there was a ... (6 pages)View decision -
Decision Reference DRN-5635958
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5635958 Complaint Mr N has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his account. Mr N is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr N’s account were unfair as there was a ... (6 pages)View decision
