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 381196 results
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Decision Reference DRN-5744540
20 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5744540 The complaint Mr P complains about the way Ageas Insurance Limited (Ageas) recorded and decided liability on a claim against him on his motor insurance policy. What happened Mr P was involved in a minor traffic collision in February 2025. Mr P says both he and the third-par... (3 pages)View decision -
Decision Reference DRN-5893158
20 Oct 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5893158 The complaint Mr S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In June 2023 Mr S entered into a two-year fixed sum loan agreement wi... (4 pages)View decision -
Decision Reference DRN-5843266
20 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5843266 The complaint Mr T complains that Barclays Bank UK PLC trading as Barclaycard haven’t updated his address details despite several requests. He’s also unhappy about the number of soft searches carried out on his credit file. What happened Mr T took out a personal loan with Ba... (3 pages)View decision -
Decision Reference DRN-5658931
20 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5658931 The complaint Mr A complains that HSBC UK Bank Plc won’t reimburse him, after he believes he fell victim to a scam. What happened The circumstances of this complaint have already been set out in detail by our investigator so I won’t repeat them in detail here. But briefly, b... (3 pages)View decision -
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
