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 369228 results
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Decision Reference DRN-5587355
17 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5587355 Complaint Mrs P complains that RCI Financial Services Limited (trading as “Renault” Finance) unfairly entered into a hire-purchase agreement with her. She’s said that the finance that was unaffordable and this resulted in an unfair lending relationship. Background In April ... (5 pages)View decision -
Decision Reference DRN-5595141
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5595141 The complaint Mr K complains that Bank of Scotland plc trading as Halifax blocked his credit card whilst he was travelling abroad. What happened Mr K holds a credit card with Halifax. On 5 January 2025 Mr K used his card abroad to make two purchases but subsequent attempts t... (3 pages)View decision -
Decision Reference DRN-5510653
17 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5510653 The complaint Mr K complains that Santander UK Plc hasn’t yet made a decision on whether he can put a joint mortgage in his name alone. Mr K’s income is complex, but he says the payment history and equity in the property should be enough to allow Santander to lend to him. Wh... (3 pages)View decision -
Decision Reference DRN-5167375
17 Jun 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5167375 The complaint Mr T complained that he was unable to access details of the personal pension plan (PPP) he holds with Scottish Equitable Plc (Scottish Equitable) via the online customer portal for a prolonged period of time. He would like compensation for the distress and inc... (3 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-5466432
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5466432 The complaint Miss S complained because Lloyds Bank PLC refused to refund her for all the payments which had taken place on her account over a year. There were 65 payments and the total was £11,465.74. What happened On 14 December 2023, Miss S contacted Lloyds. She said she... (4 pages)View decision -
Decision Reference DRN-5627462
17 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5627462 The complaint Mr K complains that Haven Insurance Company Limited avoided his motor insurance policy and didn’t deal with his claim. What happened Mr K took out a motor insurance policy with Haven through a price comparison site. After his car was stolen, he made a claim to ... (5 pages)View decision -
Decision Reference DRN-5570574
17 Jun 2025 Share Credit Limited Not upheldInvestmentsDRN-5570574 The complaint Mrs G complains that Share Credit Limited (“SCL”) pressured her into self-certifying as a professional client and didn’t check whether she had the requisite experience, knowledge or expertise to understand the risks involved in doing so. Mrs G is being represen... (4 pages)View decision -
Decision Reference DRN-5570567
17 Jun 2025 Share Credit Limited Not upheldInvestmentsDRN-5570567 The complaint Ms S complains that Share Credit Limited (“SCL”) pressured her into self-certifying as a professional client and didn’t check whether she had the requisite experience, knowledge or expertise to understand the risks involved in doing so. What happened Ms S held ... (4 pages)View decision -
Decision Reference DRN-5384262
17 Jun 2025 Western Provident Association Limited UpheldInsuranceDRN-5384262 The complaint Mr and Mrs B complain Western Provident Association Limited (WPA) failed to cancel their private medical insurance policy, and refused to refund the premiums paid. Mr B brings the complaint on behalf of himself and his wife, so for ease I will refer to all subm... (3 pages)View decision
