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 123440 results
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Decision Reference DRN-5625414
24 Jun 2025 Experian Limited UpheldConsumer CreditDRN-5625414 The complaint Miss W complains Experian Limited incorrectly updated her address on her credit file. What happened Around December 2024 Miss W says she was notified by Experian to a change on her credit file and reduction to her credit score. On review she says she found her ... (5 pages)View decision -
Decision Reference DRN-5601410
24 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601410 The complaint Mrs T complains that NewDay Ltd trading as Marbles irresponsibly provided her with an unaffordable credit card. Mrs T’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as thought they are her own. W... (4 pages)View decision -
Decision Reference DRN-5628932
24 Jun 2025 Affinity Insurance Solutions Limited UpheldInsuranceDRN-5628932 The complaint Mr V complains Affinity Insurance Solutions Limited (“AISL”) discriminated against him when he was applying for a buildings insurance policy. He says it asked him questions relating to his UK residence and when he declined to answer, it unfairly refused to cont... (6 pages)View decision -
Decision Reference DRN-5521949
24 Jun 2025 The Shepherds Friendly Society Limited UpheldInsuranceDRN-5521949 The complaint Mr D complains that The Shepherds Friendly Society Limited (‘Shepherds Friendly’) has unfairly declined his claim and cancelled his income protection policy. What happened Mr D applied for his policy through a third-party financial adviser in September 2019. Th... (6 pages)View decision -
Decision Reference DRN-5620309
24 Jun 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5620309 The complaint Mr B complains that Suffolk Life Pensions Limited trading as Curtis Banks Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr B had a SIPP with a provider I’ll refer to as P. Suffolk Life was appointe... (10 pages)View decision -
Decision Reference DRN-4599182
24 Jun 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4599182 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (... (4 pages)View decision -
Decision Reference DRN-5541959
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5541959 The complaint Miss L is unhappy with the way Monzo Bank Ltd (Monzo) treated her when dealing with her complaint about unauthorised transactions on her account and that Monzo incorrectly blocked her card twice. What happened The background facts are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5593919
24 Jun 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5593919 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) charged him an annual fee on his new credit card when he didn’t think this applied. Mr B wants a refund of the fee and for Virgin to recognise there’s an issue with their application pro... (2 pages)View decision -
Decision Reference DRN-5628917
24 Jun 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5628917 The complaint Mr E complains about the way Highway Insurance Company Limited (Highway) handled the repairs on his vehicle following a claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I... (4 pages)View decision -
Decision Reference DRN-5487428
24 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5487428 The complaint Mr E complains that Bank of Scotland plc, trading as Halifax, irresponsibly provided him with access to an overdraft facility and allowed him to become reliant on it without stepping in. He says this resulted in the relationship between the parties being unfair... (4 pages)View decision
