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-6015545
2 Apr 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6015545 The complaint Mr and Mrs W complain about INTACT INSURANCE UK LIMITED’s decision to decline a claim, and the information it provided, under a home insurance policy. Mr and Mrs W are joint policyholders, but most of the communication under the complaint has been from Mr W. So... (3 pages)View decision -
Decision Reference DRN-6138151
2 Apr 2026 Advantage Finance Limited UpheldConsumer CreditDRN-6138151 The complaint Mr H complains about a car supplied to him using a hire purchase agreement taken out with Advantage Finance Limited (“Advantage”). What happened In March 2025, Mr H acquired a used car using a hire purchase agreement with Advantage. The car was around six and ... (3 pages)View decision -
Decision Reference DRN-5948468
2 Apr 2026 Quilter Financial Limited Not upheldInsuranceDRN-5948468 The complaint Mr F has complained that a representative of Quilter Financial Limited (Quilter) provided him with unsuitable protection advice when recommending a term assurance policy. What happened Mr F met with a representative of Quilter in 2014 to discuss his protection... (3 pages)View decision -
Decision Reference DRN-6058675
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6058675 The complaint Mr G complained about the way Bank of Scotland plc trading as Halifax (Halifax) dealt with a claim for money back for accommodation he booked using his credit card account. What happened The circumstances of the complaint are well known to the parties so I’m n... (4 pages)View decision -
Decision Reference DRN-6055644
2 Apr 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6055644 The complaint Mr C complains that a car acquired under a hire purchase agreement with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CAAF”) wasn’t of satisfactory quality when it was supplied to him. He wants to reject the car. What happened Both parties are familia... (5 pages)View decision -
Decision Reference DRN-6269304
2 Apr 2026 Triodos Bank UK Limited Not upheldBanking and PaymentsDRN-6269304 The complaint Mr F complains Triodos Bank UK Limited refused to raise a direct debit guarantee scheme claim for him. What happened Mr F has an account with Triodos Bank. Mr F says he contacted Triodos Bank on 20 January 2026 to say a direct debit for just under £150 had been... (2 pages)View decision -
Decision Reference DRN-6207637
2 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6207637 The complaint Miss F says Monzo Bank Ltd must pay her, and her friend, the £50 each that its referral promotion promised. What happened On 17 November 2025 Miss F received a £10 payment after opening a Monzo account following a referral from a friend. She was expecting £50 ... (2 pages)View decision -
Decision Reference DRN-6268254
2 Apr 2026 Charter Court Financial Services Limited UpheldBanking and PaymentsDRN-6268254 The complaint Mr I complains that Charter Court Financial Services Limited, trading as Charter Savings Bank (CSB), provided incomplete advice and poor service when he changed his nominated bank account. He said this caused a loss of interest and affected his mental health. ... (4 pages)View decision -
Decision Reference DRN-6219672
2 Apr 2026 Rightcard Payment Services Limited Not upheldBanking and PaymentsDRN-6219672 The complaint Mr A complains Rightcard Payment Services Limited trading as LemFi (LemFi) delayed the transfer of his funds and didn’t act fairly when he requested immediate processing of the payment, or a refund. What happened Mr A instructed LemFi to make an international p... (3 pages)View decision -
Decision Reference DRN-6170277
2 Apr 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC UpheldBanking and PaymentsDRN-6170277 The complaint Miss W complains Marks & Spencer Financial Services PLC (“M&S”) left an adverse entry on her credit file for several years following a previously failed application for credit. What happened On 4 February 2023, Miss W applied for M&S’s Sparks Pay a... (3 pages)View decision