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 124111 results
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Decision Reference DRN-5375531
8 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5375531 The complaint Mrs A complains Bank of Scotland plc, trading as Halifax, won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5612418
8 Sep 2025 Lendable Ltd UpheldConsumer CreditDRN-5612418 The complaint Mr B says Lendable Ltd irresponsibly lent to him. What happened Mr B took out two loans from Lendable. The first, in July 2021, was for £5,225 (including the loan fee) over 18 months. The monthly repayments were £327.21. Mr B settled this loan early in November... (4 pages)View decision -
Decision Reference DRN-5682880
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682880 The complaint Mr Y is unhappy that Aviva Insurance Limited (“Aviva”) unfairly cancelled his home insurance policy mid-term. What happened Mr Y said he bought his insurance policy via a comparison website and as part of the application, he declared ongoing construction works ... (3 pages)View decision -
Decision Reference DRN-5489339
8 Sep 2025 ManyPets Ltd UpheldInsuranceDRN-5489339 The complaint Mr J has complained that Many Pets Ltd unreasonably cancelled his pet policy because it said an annual premium payment hadn’t gone through in 2022 despite renewing his policy in 2023. What happened Mr J took out a pet policy with Many Pets for his dog and paid... (6 pages)View decision -
Decision Reference DRN-5692668
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5692668 The complaint Mr B complains National Westminster Bank PLC (“NatWest”) failed to act on his instruction to make funds available to him and resolve things to his satisfaction. What happened A summary of what happened is below. Mr B says he has written to NatWest five times si... (2 pages)View decision -
Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-5802522
8 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5802522 The complaint Mr S complains about how Watford Insurance Company Europe Limited (‘Watford’) handled a claim on his motor insurance following an accident. Mr S’s policy was sold and is administered by a third party company. Watford used another company to handle Mr S’s claim ... (4 pages)View decision -
Decision Reference DRN-5802658
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5802658 The complaint Mr W complains that HSBC UK Bank Plc has treated him unfairly in relation (to its obligations with regard) to payments he made on his John Lewis credit card. What happened In November 2020 Mr W paid the merchant (who I will refer to as C) to help him exit his e... (3 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5566615
8 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5566615 The complaint Mr and Mrs M complain that Barclays Bank UK PLC offered them a new interest rate on their mortgage at too high a loan to value (LTV) – not taking into account improvements they had made to the property. What happened Mr and Mrs M have a mortgage with Barclays. ... (2 pages)View decision
