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-6228839
7 Apr 2026 My Finance Club Limited Not upheldConsumer CreditDRN-6228839 The complaint Mr B complains that My Finance Club Limited (“MFC”) lent to him irresponsibly. What happened Mr B took two loans of £250 each on 20 February 2025 and 29 April 2025. The nature of the products offered by MFC were designed to be repaid in one payment at the end o... (2 pages)View decision -
Decision Reference DRN-6273174
7 Apr 2026 First Central Insurance Management Limited UpheldInsuranceDRN-6273174 The complaint Mr F complains First Central Insurance Management Limited (First Central) charged an unfair fee when a change was made to his motor insurance policy. What happened After using an online comparison site to obtain quotes for a motor insurance policy, Mr F bought... (3 pages)View decision -
Decision Reference DRN-6272526
7 Apr 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6272526 The complaint Around March 2024 Vanquis Bank Ltd (Vanquis) provided Mr G with a credit card. It had a credit limit of £600. Mr G says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-6273112
7 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6273112 The complaint Mr L has complained about the handling of his claim by Aviva Insurance Limited under his Mini-Fleet Insurance policy. Any reference to Aviva includes its agents. What happened The full details of this complaint are well known to both parties, so I will not re... (3 pages)View decision -
Decision Reference DRN-6221714
7 Apr 2026 Vitality Life Limited UpheldInsuranceDRN-6221714 The complaint Mrs A is unhappy with how Vitality Life Limited administered her life and critical illness policies. What happened Mrs A took out a life and critical illness policy. Vitality cancelled the policy and refunded the premiums paid to date as they said Mrs A hadn’t ... (2 pages)View decision -
Decision Reference DRN-6206684
7 Apr 2026 Valour Finance Limited Not upheldConsumer CreditDRN-6206684 The complaint Mr T complains that Valour Finance Limited trading as Savvy.co.uk (“Savvy”) lent to him irresponsibly and that better checks would have led it to recognise he was gambling and therefore ought not to have lent to him. What happened Here is a table giving brief d... (2 pages)View decision -
Decision Reference DRN-6061968
7 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6061968 The complaint This complaint is about how Santander UK Plc has managed the late Mr S’s mortgage after he passed away. The complaint is brought by the administrators of his estate. What happened The late Mr S had a mortgage with Santander. The mortgage was on interest only te... (2 pages)View decision -
Decision Reference DRN-6251893
7 Apr 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-6251893 The complaint Mr T is dissatisfied that his pension pots dropped in value before he annuitised them in 2022. He believes that Scottish Widows Limited trading as Lloyds Bank (Scottish Widows) mismanaged his funds, as the funds should’ve been invested in a way that would incre... (5 pages)View decision -
Decision Reference DRN-6269406
7 Apr 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6269406 The complaint Miss B complains that Prepay Technologies Ltd (“Prepay Technologies”) won’t refund the money she lost to a scam. She held an account with Monese Ltd. Monese Ltd is an agent of Prepay Technologies. For simplicity, I’ll generally refer to Miss B and Prepay Techno... (3 pages)View decision -
Decision Reference DRN-6265987
7 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6265987 The complaint Miss B complains that Lloyds Bank PLC won’t refund money she lost to a scam. Miss B is represented by a firm I’ll refer to as ‘G’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss ... (4 pages)View decision