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 123745 results
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Decision Reference DRN-5388756
19 Jun 2025 Blantyre Credit Union Limited UpheldConsumer CreditDRN-5388756 The complaint Mr H complains Blantyre Credit Union Limited didn’t tell him when there was a transfer of engagement involving his previous credit union. He’s also unhappy he received letters saying he was in arrears despite making his repayments, and that his loans were added... (2 pages)View decision -
Decision Reference DRN-5634500
19 Jun 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5634500 The complaint Miss A complains that East End Fair Finance Limited trading as Fair Finance was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest, and any adverse information removed from her credit file.... (4 pages)View decision -
Decision Reference DRN-5634060
19 Jun 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5634060 The complaint Ms F complains about the advice given by Pi Financial Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial loss. What ... (9 pages)View decision -
Decision Reference DRN-5613083
19 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5613083 The complaint Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities. What happened Ms H has an interest-only mortgage with Halifax. Ms H extended the term of her mortgage a few years ago and the mortgage balance... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain that First Holiday Finance Ltd (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) deciding agains... (27 pages)View decision -
Decision Reference DRN-5481019
19 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5481019 The complaint This complaint is about a term assurance policy held jointly by Mr K, and his late wife, Mrs K. Their son – who I shall call Mr E – is representing Mr K in pursuing the complaint. Mr E says Legal and General Assurance Society Limited (‘L&G’) has unreasonabl... (4 pages)View decision -
Decision Reference DRN-5635983
19 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5635983 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a cryptocurrency investment scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M himself where I als... (4 pages)View decision -
Decision Reference DRN-5547025
19 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5547025 The complaint Ms Y complains that TSB Bank plc hasn’t treated her fairly after she was incorrectly charged by an online merchant. What happened Ms Y used her card to buy a low value item online in September 2024. She then saw the merchant had charged her card additional time... (3 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision -
Decision Reference DRN-4922842
19 Jun 2025 Zurich Assurance Ltd UpheldInsuranceDRN-4922842 The complaint Mrs D and Mr D as trustees of the D Trust complain about Zurich Assurance Ltd’s review of their whole of life policy and its decision to require significant increases in the premium or reduction in sum assured. What happened Mrs D took out a reviewable whole of... (4 pages)View decision
