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-5952456
25 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5952456 The complaint Mrs H complains about the way TSB Bank plc has handled switching her current account. What happened Mrs H opened a new Spend & Save current account in February 2025 and at the same time she initiated the process of switching her account to TSB from another ... (3 pages)View decision -
Decision Reference DRN-5717477
25 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5717477 The complaint Miss M complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss M was approved for a Capital One credit card in March 2022, with a £500 credit limit. The credit limit was increased to £1,500 in December 2022. Miss M says that Capita... (4 pages)View decision -
Decision Reference DRN-5671860
25 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5671860 The complaint Mr A is unhappy with how Aviva Insurance Limited (Aviva) handled a claim made under his motor insurance policy. Any references to Aviva include its agents. What happened In early January 2025, Mr A was on holiday in the UK. He was involved in an accident wher... (5 pages)View decision -
Decision Reference DRN-5917768
25 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5917768 The complaint Mr F complains that Marks & Spencer Financial Services plc trading as M&S Bank no longer accept payments to his credit card balance in store. What happened Mr F is unhappy that he can no longer pay his M&S credit card in M&S stores. Paying by ot... (2 pages)View decision -
Decision Reference DRN-5805370
25 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5805370 The complaint Miss W’s complaint is about a claim she made on her INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which was declined. Miss W says she was treated unfairly. What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5947191
25 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5947191 The complaint Mr G has complained about the actions of Lloyds Bank PLC (Lloyds) after he fell victim to a scam What happened Mr G has said he saw an advert for an investment opportunity and clicked on the link which took him to the website. He was advised by the scammer to o... (4 pages)View decision -
Decision Reference DRN-5921960
25 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5921960 The complaint Mrs G complains that Madison CF UK Limited trading as 118 118 Money (Madison) irresponsibly entered into a fixed sum loan agreement with her that she could not afford to repay. What happened In January 2025 Mrs G applied for a loan with Madison. She was given ... (3 pages)View decision -
Decision Reference DRN-5941830
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5941830 The complaint Mr B complains that Bank of Scotland plc trading as Halifax unfairly sold his account to a third party debt purchaser without giving him the opportunity to sort it out with Halifax directly. What happened In 2023, Mr B was scammed. This led to him having a larg... (2 pages)View decision -
Decision Reference DRN-5861028
25 Nov 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5861028 The complaint Mrs B complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Mrs B was provided with two loans by Lloyds. LoanDate Amount Term Monthly repayments 1 December 2016 £24,025 84 months £401.44 2 March 2019 £8,00084 months £149.40 Mrs ... (4 pages)View decision -
Decision Reference DRN-5754228
25 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5754228 The complaint Miss D complains that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with a catalogue account and increased her credit limit several times. What happened J D Williams provided Miss D with a catalogue account in January 2021 whic... (4 pages)View decision