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 381082 results
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Decision Reference DRN-5640576
20 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5640576 The complaint Mrs A, through her representative, complains that Shop Direct Finance Company Limited trading as very (SDFC) lent to her by approving a credit limit for a shop account that she says she could not afford to repay. What happened Mrs A was approved for a £600 cred... (2 pages)View decision -
Decision Reference DRN-5893100
20 Oct 2025 FirstBank UK Limited Not upheldBanking and PaymentsDRN-5893100 The complaint Mr C complains that FirstBank UK Limited hung up on him during calls, failed to reply to emails, and paid a compensation payment into an account he wasn’t using. What happened Mr C made a number of calls to FirstBank leading up to February 2025, about various i... (2 pages)View decision -
Decision Reference DRN-5460478
20 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5460478 The complaint Mr S and Mrs S are complaining that Lloyds Bank PLC didn’t do enough to prevent them from making payments to an investment scam. The complaint is brought on their behalf by a professional representative. What happened Both parties are familiar with the circums... (4 pages)View decision -
Decision Reference DRN-5792643
20 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5792643 The complaint Mr D is unhappy with the security process that Nationwide Building Society uses to verify customers. What happened In December 2024, Nationwide blocked Mr D’s credit card because it picked up on a potential fraud attempt. Nationwide needed to stop and replace ... (3 pages)View decision -
Decision Reference DRN-5887855
20 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5887855 The complaint Mr B complains that BMW Financial Services (GB) Limited, trading as ALPHERHA Financial Services (AFS), failed to handle his complaint appropriately, and failed to consider all reasonable alternatives prior to commencing legal action to repossess his car. What ... (4 pages)View decision -
Decision Reference DRN-5894378
20 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5894378 The complaint Mr and Mrs B complain about how Liverpool Victoria Insurance Company Limited (“LV”) handled an escape of water claim they made on their home insurance policy. Mrs B has acted as the main representative during the claim and complaint process. So, for ease of re... (4 pages)View decision -
Decision Reference DRN-5892129
20 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5892129 Complaint Miss C has complained about a personal loan which she says Santander UK Plc (“Santander”) unfairly provided to her. She says the loan was unaffordable and shouldn’t have been provided to her. Background Santander provided Miss C with a loan for £3,000.00 in June 2... (5 pages)View decision -
Decision Reference DRN-5652246
20 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5652246 The complaint Miss N complains about her roadside assistance insurer, AmTrust Specialty Limited (AmTrust) charging her for a breakdown callout which she cancelled after managing to start her vehicle and move it away from a busy road junction. References to AmTrust in this d... (3 pages)View decision -
Decision Reference DRN-5888771
20 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5888771 The complaint Mrs T complains about Unum Ltd’s decision to decline her claim for critical illness. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, Mrs T had critical illness cover with Unum,... (4 pages)View decision -
Decision Reference DRN-5751112
20 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5751112 The complaint Mrs T complains about the way Ageas Insurance Limited (“Ageas”) handled a claim she made on her landlords property insurance policy. What happened The following is intended as a summary of key events only. Mrs T held a landlords property insurance policy unde... (2 pages)View decision
