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 392389 results
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Decision Reference DRN-5849544
10 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5849544 The complaint Mrs B complains that Lendable Ltd rejected her offer of settlement of her loan and failed to offer her any alternative support. What happened In December 2021 Mrs B took out a loan with Lendable. The total amount repayable was £9,530.00 over 36 months with repa... (2 pages)View decision -
Decision Reference DRN-5514231
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5514231 The complaint Mr W complains that Barclays Bank UK PLC hasn’t refunded payments that he says he made as part of an investment scam. What happened While Mr W has a representative in bringing this complaint – for simplicity I’ll refer to Mr W in relation to comments made by hi... (2 pages)View decision -
Decision Reference DRN-5850273
10 Oct 2025 Covea Insurance plc UpheldInsuranceDRN-5850273 The complaint Mrs R complains about how Covea Insurance plc handled a claim made on her motor insurance policy and about the settlement it proposed. She wants an increased settlement and compensation for the delays. What happened Mrs R was involved in an accident with anoth... (4 pages)View decision -
Decision Reference DRN-5708948
10 Oct 2025 Phoenix Life Limited Not upheldInsuranceDRN-5708948 The complaint Mr L’s complained that Phoenix Life Limited have declined to consider a claim for total permanent disability under his critical illness policy. Mr L’s been represented in his complaint by Mrs L. Comments and submissions attributed in this decision to Mr L incl... (3 pages)View decision -
Decision Reference DRN-5839643
10 Oct 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5839643 The complaint Mr V complains that Creation Consumer Finance Ltd (Creation) has treated him unfairly following a claim made about a faulty mattress. What happened Mr V purchased a mattress and a few other items from a merchant who I’ll call D on 28 November 2019. The cost of ... (5 pages)View decision -
Decision Reference DRN-5735850
10 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5735850 The complaint Mrs A’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy, which UKI declined. Mrs A says UKI treated her unfairly. What happened The details of this complaint are well known to both parties, so... (2 pages)View decision -
Decision Reference DRN-5848033
10 Oct 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5848033 The complaint Mrs L complains about the charges/settlement figure when she paid off her car finance early. What happened In bringing the complaint to our service, Mrs L has been represented by her husband. For simplicity, I will always refer to Mrs L. Mrs L entered into a co... (3 pages)View decision -
Decision Reference DRN-5805743
10 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5805743 The complaint Ms H complained because Santander UK Plc refused to refund her for transactions she said she hadn’t authorised. What happened On 7 January 2025, Ms H contacted Santander to dispute multiple transactions on her account. The amount in dispute hasn’t been clear t... (4 pages)View decision -
Decision Reference DRN-5710127
10 Oct 2025 Hargreaves Lansdown Advisory Services Limited UpheldBanking and PaymentsDRN-5710127 The complaint Mr L complains Hargreaves Lansdown Advisory Services Limited hasn’t paid him a cashback incentive he’s due and that he’s had to waste a considerable amount of time trying to get the issue resolved. He complains Hargreaves Lansdown Advisory Services Limited has ... (2 pages)View decision -
Decision Reference DRN-5724613
10 Oct 2025 Principality Building Society UpheldBanking and PaymentsDRN-5724613 The complaint Mr S complains Principality Building Society merged all of his accounts into one meaning an account he’d recently opened was closed causing him distress and inconvenience. What happened Mr S had three savings accounts with Principality at the beginning of 2025.... (2 pages)View decision