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 4777 results
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Decision Reference DRN-5799032
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5799032 The complaint Miss S complains that Lendable Ltd (‘Lendable’) sold her defaulted loan account to a debt purchaser (‘P’) in breach of her agreement, as they weren’t authorised or regulated by the Financial Conduct Authority (‘FCA’). Miss S wants this matter investigating and... (3 pages)View decision -
Decision Reference DRN-4512468
23 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4512468 The complaint Mr B is unhappy that Lloyds Bank Plc won’t reimburse him for a transfer made from his account which he says he didn’t authorise. What happened On 15 August 2023, a payment of £500 was made from Mr B’s account to a third party that he didn’t recognise. He says he r... (3 pages)View decision -
Decision Reference DRN2444966
6 Feb 2020 Nationwide Building Society Not upheldBanking and creditMr and Mrs A complains an online transfer from his Nationwide Building Society (“Nationwide”) account didn’t go through using the card reader supplied by the society. background On 12 December 2018 Mr A wanted to transfer a sum of money online from the joint account he held with Mrs A. Th... (3 pages)View decision -
Decision Reference DRN7393486
20 Sep 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr D complains that the car he acquired through a conditional sale agreement with Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) wasn’t of satisfactory quality. He also complains that a default has been applied to his account.backgroundMr D entered into a... (3 pages)View decision -
Decision Reference DRN3582326
26 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)summary of complaintIn summary, this complaint concerns the sale of a regular premium payment protection insurance (PPI) policy taken out in conjunction with a loan in October 2009. Mrs H believes Lloyds mis-sold her the policy. my findingsI have carefully considered all of the availa... (3 pages)View decision -
Decision Reference DRN1224094
25 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs L complains that she was mis-sold a monthly premium payment protection insurance (“PPI”) policy by Lloyds Bank PLC. The policy was sold in connection with a credit card in 1997. In essence, Mrs L states that she does not remember PPI ever being discussed and that it was added to he... (3 pages)View decision -
Decision Reference DRN5190816
13 Aug 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained that Markerstudy Insurance Company Limited refused to pay a claim on his motor insurance policy.backgroundMr H bought a van in a private sale and insured it with Markerstudy. Shortly afterwards the van was stolen. He claimed on his policy. It turned out that the van had... (3 pages)View decision -
Decision Reference DRN-5731010
27 Oct 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5731010 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Honda Finance Europe plc was misrepresented to him and wasn’t of satisfactory quality. What happened A new car was supplied to Mr H under a hire purchase agreement with Hond... (3 pages)View decision -
Decision Reference DRN-4806347
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4806347 The complaint Mr D complains that Santander UK Plc won’t reimburse him money he lost after being defrauded. What happened In 2021, Mr D was looking to have renovations carried out at his family home and posted an ad online looking for recommendations. He received the details... (3 pages)View decision -
Decision Reference DRN-5185747
31 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5185747 The complaint Mr S complains that Covea Insurance plc (“Covea”) hasn’t settled his claim following the theft of his vehicle. What happened Mr S took out a motor trade road risks policy with Covea on behalf of his business, which I’ll refer to as “A”. Another policyholder was... (3 pages)View decision