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
-
Decision Reference DRN-5739661
8 Oct 2025 Leeds Building Society Not upheldMortgagesDRN-5739661 The complaint Miss B complains that Leeds Building Society didn’t allow her long enough to sell her property before it started possession action. What happened In November 2015 Miss B took a mortgage with Leeds Building Society (“LBS”) in joint names with her ex-partner (who... (5 pages)View decision -
Decision Reference DRN-5861025
8 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5861025 The complaint Mr D complains about the way Frasers Group Financial Services Limited trading as Studio (‘FGFS’) handled his queries about a purchase he made. What happened The background to this complaint is well known to both parties so I’ll only summarise it here. • Mr D ha... (2 pages)View decision -
Decision Reference DRN-5786068
8 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5786068 The complaint Mrs V and Mr V complain that Metro Bank PLC (‘Metro’) won’t refund the money they lost after falling victim to a scam. What happened In 2023, Mrs V and Mr V saw an investment opportunity advertised on a social media site that was promoted by a well-known TV pe... (4 pages)View decision -
Decision Reference DRN-5779253
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5779253 The complaint Mr S complains about the way NewDay Ltd (‘NewDay’) handled his claim for a refund. What happened In October 2024 Mr S bought a branded coat (the ‘coat’) via a seller operating on an auction e- commerce platform (I’ll refer to the e-commerce platform as ‘E’). He... (3 pages)View decision -
Decision Reference DRN-5866242
7 Oct 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5866242 The complaint Mrs B complains about the decline of her motor insurance claim and cancellation of her policy by Marshmallow Insurance Limited (‘Marshmallow’). What happened The background to this complaint is well known to Mrs B and Marshmallow. I won’t repeat in detail what’... (4 pages)View decision -
Decision Reference DRN-5837375
7 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5837375 The complaint Mr and Mrs H complain that Bank of Scotland plc trading as Birmingham Midshires (BM) should’ve extended their mortgages following a final decision by our Service, and that it was inappropriate for BM to instruct a field agent visit in 2024 in spite of their per... (4 pages)View decision -
Decision Reference DRN-5602504
7 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5602504 The complaint Mr H complained about how Lloyds Bank General Insurance Limited has handled a claim on his buildings insurance policy. What happened The events are well known to both parties, so I won’t go into them in detail here. A claim was raised with Lloyds in July 2018 a... (3 pages)View decision -
Decision Reference DRN-5866470
7 Oct 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5866470 The complaint Mr R and Ms H’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’) and... (3 pages)View decision -
Decision Reference DRN-5497878
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5497878 The complaint Mrs O complains Lloyds Bank PLC (Lloyds) treated her unfairly when it closed her account. What happened Mrs O has a current account with Lloyds, which she opened in the late 1980s. Mrs O has explained that she used her account to help support her sons includin... (4 pages)View decision -
Decision Reference DRN-5851756
7 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5851756 The complaint Ms E and Miss O complain about the way that Lloyds Bank PLC managed a Junior Individual Savings Account (‘JISA’) and feel that more compensation is due to reflect the poor service provided. The JISA was set up for Miss O when she was a child and Ms E was the r... (4 pages)View decision