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 121876 results
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Decision Reference DRN-5558186
14 May 2025 Experian Limited UpheldConsumer CreditDRN-5558186 The complaint Mr B is unhappy with how Experian Limited handled his request to amend the Password Notice of Correction (PNOC) on his credit file. What happened The background to this complaint and my provisional findings were set out in my provisional decision sent to both ... (6 pages)View decision -
Decision Reference DRN-4994103
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994103 The complaint Ms S complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms S has explained that from November 2022 to M... (7 pages)View decision -
Decision Reference DRN-5426766
12 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5426766 The complaint Mr B and Mrs B complain about Great Lakes Insurance UK Limited (“Great Lakes”). They want Great Lakes to increase their settlement offer and pay them compensation. What happened Mr B and Mrs B insured their home contents with Great Lakes. In late 2023, whilst o... (3 pages)View decision -
Decision Reference DRN-5541121
12 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5541121 The complaint Mrs A complained that Lloyds Bank PLC (’Lloyds’) should pay her more compensation after admitting it provided poor service in connection with a payment refund. What happened Mrs A purchased an item which she later returned for a refund. The money she’d paid fo... (3 pages)View decision -
Decision Reference DRN-5490107
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5490107 The complaint Mrs B complains that NewDay Ltd trading as Marbles and Pulse lent irresponsibly when it approved her credit card applications and increased the credit limit. What happened Mrs B applied for a Marbles credit card with NewDay in May 2017. In her application, Mrs... (3 pages)View decision -
Decision Reference DRN-5535682
12 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5535682 The complaint Mr A is unhappy with his commercial vehicle insurer Haven Insurance Company Limited because it logged a claim against him even though he told it he was not involved. What happened Mr A received contact from Haven in January 2024 asking him for details about an... (3 pages)View decision -
Decision Reference DRN-5464211
12 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5464211 The complaint Mr N has complained that a car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend wasn’t of satisfactory quality. What happened In June 2024, Mr N entered into a finance agreement for a used car. It was around nine years old, an... (2 pages)View decision -
Decision Reference DRN-5551600
12 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551600 The complaint Mrs A complained that Bank of Scotland plc trading as Halifax (’Halifax’) should pay her more compensation than offered in connection with admitted poor service after it restricted her account . What happened In September 2024, Halifax blocked payments Mrs A w... (4 pages)View decision -
Decision Reference DRN-5511782
12 May 2025 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5511782 The complaint Mrs F complains that Bank of Ireland (UK) Plc (BOI) was irresponsible in its lending to her. What happened Mrs F was provided with a £22,000 loan by BOI in July 2022. The loan term was 72 months and Mrs F was required to make monthly repayments of around £484. ... (3 pages)View decision -
Decision Reference DRN-5512341
12 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5512341 The complaint Mr B complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Monzo provided Mr B with a £6,000 loan in July 2023. The loan term was 24 months and Mr B was required to make monthly repayments of £283. Mr B said that adequate checks w... (3 pages)View decision
