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 130332 results
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Decision Reference DRN-6193835
3 Mar 2026 Quidie Limited UpheldConsumer CreditDRN-6193835 The complaint Miss M complains that Fernovo lent to her irresponsibly. What happened In October 2024, Miss M took one loan with Fernovo. It was for £300 to be repaid through three monthly instalments of around £105.34, and then one final instalment of around £109.74. The tot... (8 pages)View decision -
Decision Reference DRN-5969682
3 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5969682 The complaint Mr S complains that Nationwide Building Society (Nationwide) has treated him unfairly in relation to its obligations with regard to payments made using his debit card. What happened On 13 March 2024, Mr S made a payment of £2,822.20 to the courts to start a lit... (3 pages)View decision -
Decision Reference DRN-6061236
3 Mar 2026 Motability Operations Limited UpheldConsumer CreditDRN-6061236 The complaint Miss O complains about the quality of a car she acquired under a hire agreement with Motability Operations Limited (MOL). When I refer to what Miss O and MOL said or did, it should also be taken to include things said or done on their behalf. What happened In... (5 pages)View decision -
Decision Reference DRN-6075580
3 Mar 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6075580 The complaint Mr T complains that Zopa Bank Limited (Zopa) gave two different figures to settle his Hire Purchase Agreement. He would like Zopa to pay him the difference between the two amounts quoted. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-6183223
3 Mar 2026 Knott Another Mortgage Adviser Limited UpheldMortgagesDRN-6183223 The complaint Ms A complains that Knott Another Mortgage Adviser Limited trading as A K Partnership (AKP) arranged an incorrect mortgage product for her. What happened Ms A spoke with AKP in 2021 for mortgage advice. She was getting divorced and taking on a mortgage on her o... (5 pages)View decision -
Decision Reference DRN-6180385
3 Mar 2026 Phoenix Life Limited UpheldInvestmentsDRN-6180385 The complaint The estate of Mrs H complains about a Distribution Bond and Loan Plan Trust originally set up with Standard Life, now Phoenix Life Limited (‘Phoenix’). It says the outstanding £20,000 was wrongly treated as part of Mrs H’s estate for inheritance tax (‘IHT’) pur... (3 pages)View decision -
Decision Reference DRN-6193046
3 Mar 2026 Lloyds Bank PLC UpheldMortgagesDRN-6193046 The complaint Mr A complains that Lloyds Bank PLC has not treated him fairly in the way it has administered a secured credit facility. What happened In 2007, Mr A took out secured credit facility with Lloyds. It was an interest only mortgage that required interest to be paid... (4 pages)View decision -
Decision Reference DRN-6144247
3 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6144247 The complaint Mr B complains that HSBC UK Bank Plc (First Direct) provided misleading information about their currency conversion process. As a result, a less favourable exchange rate was used when converting an incoming Euro payment. What happened Mr B called First Direct i... (3 pages)View decision -
Decision Reference DRN-5965180
3 Mar 2026 Aviva Insurance Limited UpheldInsuranceDRN-5965180 The complaint Ms H complains about the way Aviva Insurance Limited handled a claim she made under her buildings insurance policy for subsidence. Reference to Aviva includes its agents and representatives. What I’ve decided – and why I’ve considered all the available eviden... (4 pages)View decision -
Decision Reference DRN-6178812
3 Mar 2026 Fairscore Ltd UpheldConsumer CreditDRN-6178812 The complaint Miss S complains that Fairscore Ltd trading as Updraft provided her with credit without carrying out sufficient checks. Miss S says she’s had to borrow from other lenders to repay the credit. What happened I issued a provisional decision on this complaint in J... (2 pages)View decision