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 400694 results
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Decision Reference DRN-6206589
7 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6206589 The complaint Ms W says that Bank of Scotland Plc, trading as Halifax (‘Halifax’) provided her with increases to her overdraft that were unaffordable for her. What happened The account was opened in November 2020 with the overdraft first being provided in April 2021 with a ... (3 pages)View decision -
Decision Reference DRN-6275453
7 Apr 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6275453 The complaint The late Mr H’s estate complains, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (9 pages)View decision -
Decision Reference DRN-5991447
7 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5991447 The complaint Mr and Mrs F complain about Liverpool Victoria Insurance Company Limited’s (LV) settlement, under a home insurance policy. Mr and Mrs F are joint policyholders, but most of the communication regarding the claim and complaint has been from Mr F. So I’ll refer ma... (3 pages)View decision -
Decision Reference DRN-6057043
7 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6057043 The complaint Miss K complains about the service she received from Lloyds Bank PLC. What happened Miss K received an email from Lloyds inviting her to apply for car insurance. She applied, but her application was declined, which worried her as nothing about her circumstance... (2 pages)View decision -
Decision Reference DRN-6274854
7 Apr 2026 Specialist Motor Finance Limited UpheldConsumer CreditDRN-6274854 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited (SMF) was of an unsatisfactory quality. What happened In August 2024 Mrs A was supplied with a used car through a hire purchase agreement with SMF.... (6 pages)View decision -
Decision Reference DRN-5861217
7 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-5861217 The complaint Mr S complains about the response of U K Insurance Limited (‘UKI’) to his home insurance (contents) claim. What happened The background to this complaint is well known to both parties. I won’t repeat in detail what’s already known to both parties. Instead, in m... (3 pages)View decision -
Decision Reference DRN-6064691
7 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6064691 The complaint Miss B complained because Monzo Bank Ltd refused to refund her for transactions she said she hadn’t made. She also complained because Monzo then closed her account. What happened On 18 September 2025, Miss B contacted Monzo. She said there had been payments fr... (5 pages)View decision -
Decision Reference DRN-6257907
7 Apr 2026 Evergreen Finance Limited Not upheldConsumer CreditDRN-6257907 The complaint Mr W and Mrs W were provided with a £26,760 hire purchase agreement (HPA) by Evergreen Finance Limited in June 2017. They say the lending was irresponsible. What happened Mr W and Mrs W acquired a static caravan in 2017 which was in part funded by a HPA. They h... (3 pages)View decision -
Decision Reference DRN-6100132
7 Apr 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6100132 The complaint Mr H is unhappy with the way Intact Insurance UK Limited settled a claim under his home insurance policy and with the way it handled his claim. What happened In November 2024 there was a fire in Mr H’s back garden. He arranged for a damaged soil pipe to be rep... (2 pages)View decision -
Decision Reference DRN-6123142
7 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6123142 The complaint Mr D and Miss O complain about how U K Insurance Limited (UKI) handled the renewal of their commercial van insurance policy. What happened Mr D and Miss O’s van insurance policy was due for renewal. UKI sent the renewal to Mr D and Miss O but the premium had do... (2 pages)View decision