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 393318 results
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Decision Reference DRN-5978897
27 Nov 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5978897 The complaint Ms A complains that Lloyds Bank PLC unfairly reported to credit reference agencies that her loan was subject to an arrangement to pay. What happened I issued a provisional decision setting out what I thought about Ms A’s complaint. I’ve copied the relevant part... (5 pages)View decision -
Decision Reference DRN-5818655
27 Nov 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5818655 The complaint Mr D and Mrs D have complained about three buy to let (“BTL”) mortgages they held with Rooftop Mortgages Limited. What happened Mr D and Mrs D had three BTL properties they had mortgaged with Rooftop. Due to arrears on the accounts Rooftop appointed Law of Prop... (3 pages)View decision -
Decision Reference DRN-5866460
27 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5866460 The complaint Ms S complains that the car she acquired through BMW FINANCIAL SERVICS (GB) LIMITED, trading as ALPHERA Financial Services (“BMW”) was misrepresented to her. She says the colour of the car is not as she was told, and that this has de-valued it. Ms S is represe... (5 pages)View decision -
Decision Reference DRN-5962044
27 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5962044 The complaint Mr M complains about his customer experience when he contacted American Express Services Europe Limited (AESEL). What happened On 8 September 2025 Mr M contacted AESEL to redeem his Membership Reward Points for a statement credit. The agent advised Mr M that th... (2 pages)View decision -
Decision Reference DRN-5958609
27 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5958609 The complaint Miss H complains that a hire purchase agreement with Blue Motor Finance Limited, under which a car was supplied to her, was unaffordable for her and that it was irresponsible for it to have provided the credit to her. She’s being represented in her complaint by... (3 pages)View decision -
Decision Reference DRN-5950981
27 Nov 2025 Phoenix Life Limited UpheldInvestmentsDRN-5950981 The complaint Mr K complains about the way Phoenix Life Limited has dealt with his enquiries to help establish if a pay-out is due on a savings policy in his name. He is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happened... (5 pages)View decision -
Decision Reference DRN-5951001
27 Nov 2025 Phoenix Life Limited UpheldInvestmentsDRN-5951001 The complaint Mrs W complains about the way Phoenix Life Limited has dealt with her enquiries to help establish if a pay-out is due on a savings policy in her name. She is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happene... (4 pages)View decision -
Decision Reference DRN-5976528
27 Nov 2025 Phoenix Life Limited UpheldInsuranceDRN-5976528 The complaint Mr K complains about the way Phoenix Life Limited has dealt with his enquiries to help establish if a pay-out is due on a savings policy in his name. He is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happened... (4 pages)View decision -
Decision Reference DRN-5981712
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5981712 The complaint Mr A complains that Nationwide Building Society has not honoured a current account switch incentive payment. What happened In May 2025, Nationwide was offering a £200 incentive payment to customers switching a bank account to it. The process involved customers... (3 pages)View decision -
Decision Reference DRN-5898136
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5898136 The complaint Mr E is unhappy Monzo Bank Ltd stopped him from making a payment and then restricted and closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr E held a Monzo account... (3 pages)View decision