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 122183 results
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Decision Reference DRN-5283189
15 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5283189 The complaint Mr R complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost as a result. What happened Mr R made an investment of £25,000 with a company I will refer to as ‘V’. However, Mr R n... (4 pages)View decision -
Decision Reference DRN-5450407
15 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5450407 The complaint Mrs P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs P applied for a credit card with Aqua in April 2014. In her application, Mrs P said she was ... (4 pages)View decision -
Decision Reference DRN-5561548
15 May 2025 Metro Bank PLC UpheldConsumer CreditDRN-5561548 The complaint Mr N complains that the car he acquired financed through a hire purchase agreement with Metro Bank PLC, trading as RateSetter, wasn’t of satisfactory quality. What happened On 12 October 2023 Mr N acquired a used car financed through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5547248
15 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5547248 The complaint Mr K complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest refunded and any adverse information regarding the lending removed from his credit file. What happened Lendable provided Mr K with a £1,000 loan in July 2022. The lo... (3 pages)View decision -
Decision Reference DRN-5457427
15 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5457427 The complaint Miss R complains Bank of Scotland plc trading as Halifax cancelled a standing order that it shouldn’t have and that this led to severe embarrassment. She also complains about its investigation of her complaint, mistakes made and not following up requests. What ... (3 pages)View decision -
Decision Reference DRN-5367858
15 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5367858 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications within a short period of time. What happened Mrs H applied for a Virgin Money credit card in December 2020. In the application, Mr... (4 pages)View decision -
Decision Reference DRN-5554379
15 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5554379 The complaint Mrs and Mr H are unhappy Inter Partner Assistance SA (“Inter Partner”) didn’t cover the cost of repairing damage to their home under their home emergency insurance policy following a water leak. They’ve also complained their subject access request (“SAR”) wasn’... (3 pages)View decision -
Decision Reference DRN-5561923
15 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5561923 The complaint Mr S complained that his car insurance policy was cancelled by First Central Underwriting Limited. What happened Mr S took out a car insurance policy with FCUL which started in June 2023. Mr S added two named drivers to the policy. One of the named drivers had ... (4 pages)View decision -
Decision Reference DRN-5508366
15 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5508366 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (23 pages)View decision -
Decision Reference DRN-5360052
15 May 2025 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5360052 The complaint Miss L complains about how Liverpool Victoria Financial Services Limited (“LV”) handled a claim under her income protection policy. What happened Miss L took out an income protection policy on 26 March 2024 through an independent broker. The policy was provide... (5 pages)View decision
