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-6242389
2 Apr 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6242389 The complaint Madison CF UK Limited trading as 118 118 Money provided Mr D with a £1,250 loan in May 2024. Mr D 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 again here. The fac... (2 pages)View decision -
Decision Reference DRN-5976351
2 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5976351 The complaint Mr B complains that Barclays Bank UK PLC trading as “Tesco Bank” didn’t update his credit file to show his credit card account had been closed. What happened I won’t repeat all the facts here, as those aren’t in dispute. I have reviewed the entire file and if ... (5 pages)View decision -
Decision Reference DRN-6088544
2 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6088544 The complaint Mrs A complains Capital One (Europe) plc acted unfairly by defaulting and closing her account. What happened Mrs A held a credit card account with Capital One, which she paid monthly by direct debit. In March 2021 Mrs A made her regular payment but then contact... (3 pages)View decision -
Decision Reference DRN-5924785
2 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5924785 The complaint Mr H complains about the way Aviva Insurance Limited (Aviva) handled a claim he made under his home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In June 2025 Mr H... (3 pages)View decision -
Decision Reference DRN-6239631
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6239631 The complaint Ms S complains that Bank of Scotland plc trading as Halifax (‘BOS’) didn’t take adequate steps to protect her from an investment scam. While BOS partially upheld her complaint, she wants all her payments made as part of the scam refunded along with interest and... (4 pages)View decision -
Decision Reference DRN-6038909
2 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6038909 The complaint Mr M complains Santander UK Plc is holding his data against his wishes causing him considerable stress and inconvenience. What happened Mr M contacted Santander in October 2025 asking to exercise his right to erasure. He says the agent he spoke to told him that... (2 pages)View decision -
Decision Reference DRN-6268193
2 Apr 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-6268193 The complaint Miss L complains that Hargreaves Lansdown Asset Management Limited (‘HL’) sold her Lifetime ISA (‘LISA’) investments without giving her a fair opportunity to avoid this. She says this caused her financial loss and that HL should compensate her or reinstate her ... (3 pages)View decision -
Decision Reference DRN-6269181
2 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6269181 The complaint Mr B says BMW FINANCIAL SERVICES (GB) LIMITED (who I’ll call BMWFS) were unreasonable to terminate his finance agreement, What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (4 pages)View decision -
Decision Reference DRN-6121452
2 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6121452 The complaint Mrs B complains that Lloyds Bank PLC (“Lloyds”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well-known to both parties and has been laid out in detail by our Investigator in their view, s... (4 pages)View decision -
Decision Reference DRN-5956225
2 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5956225 The complaint Mr A and Miss W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) a... (20 pages)View decision