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 380824 results
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Decision Reference DRN-5710643
23 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5710643 The complaint Mrs R has complained about her property insurer AXA Insurance UK Plc, she thinks it caused delays and acted poorly, when handling her subsidence claim, which all had an effect on her renewal premium. What happened Mrs R made a subsidence claim to AXA in Octobe... (8 pages)View decision -
Decision Reference DRN-5657313
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5657313 The complaint Ms D complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) has failed to send her important documents regarding her mortgage account following her separation from the joint account holder, despite having repeatedly requested these. What happen... (4 pages)View decision -
Decision Reference DRN-5580565
23 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5580565 The complaint Mrs L complains about the settlement received from Lloyds Bank General Insurance Limited (“Lloyds”) following a claim she made on her buildings insurance policy. What happened Mrs L has home insurance with Lloyds. In December 2021 Mrs L made a claim f... (3 pages)View decision -
Decision Reference DRN-5693285
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5693285 The complaint Mr A says Barclays Bank UK PLC, trading as Barclaycard, lent to him irresponsibly. He has said that he needed to use short term lending products to repay the card, and he fell into significant financial difficulties making the repayments. He thinks if Barclayca... (4 pages)View decision -
Decision Reference DRN-4958840
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4958840 The complaint Mr A complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. Mr A has a representative but for ease of reading I will mainly just refer to Mr A. What happened The details of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5583397
23 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5583397 The complaint Mr S has complained that Lloyds Bank PLC won’t refund him for transactions’ he says he didn’t make or authorise totalling just over £5,000. He is also unhappy that Lloyds closed his accounts. What happened Mr S had two accounts with Lloyds ending with account ... (6 pages)View decision -
Decision Reference DRN-5710530
23 Jul 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5710530 The complaint Mr P complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. L2G provided ... (6 pages)View decision -
Decision Reference DRN-5535051
23 Jul 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5535051 The complaint Mr H is unhappy that Zurich Assurance Ltd (‘Zurich’) – then Allied Dunbar Assurance Plc but I will refer to Zurich throughout for ease – gave him unsuitable advice to link his personal pension plan to a mortgage as the repayment vehicle. For simplicity, I’ll r... (5 pages)View decision -
Decision Reference DRN-5367376
23 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5367376 The complaint Ms B complains that Bank of Scotland plc trading as Halifax refund the full amount of money she lost to a scam. What happened Ms B saw an advertisement on social media for a job opportunity where she could work from home. She provided her details and shortly af... (4 pages)View decision -
Decision Reference DRN-5710102
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5710102 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision
