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 401363 results
-
Decision Reference DRN-5838135
12 Dec 2025 TSB Bank plc UpheldConsumer CreditDRN-5838135 The complaint Mr M complains that TSB Bank plc has incorrectly defaulted his loan account and reported this to the Credit Reference Agencies (CRAs). What happened Mr M took out a loan with TSB in July 2022 for £35,000. The terms of the loan required him to make repayments o... (6 pages)View decision -
Decision Reference DRN-5963512
12 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5963512 The complaint Mr D and Miss H complain that system problems at Bank of Scotland plc trading as Halifax delayed them applying for a new interest rate product for their mortgage. Interest rates increased before they were able to secure a rate. They ask that Halifax applies the... (3 pages)View decision -
Decision Reference DRN-5677056
12 Dec 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5677056 The complaint Mr K complains that a business, now part of Ascot Lloyd Limited trading as Ascot Lloyd, gave him unsuitable pension transfer advice in 2018. He also says despite paying for ongoing advice, regular reviews did not take place. Mr K says he’s lost out as a result ... (6 pages)View decision -
Decision Reference DRN-5965451
12 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5965451 The complaint Mr C complains Capital One (Europe) plc didn’t do enough to help when he couldn’t use his credit cards while abroad. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr C holds two c... (2 pages)View decision -
Decision Reference DRN-5973592
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5973592 The complaint Mr H complains Revolut Ltd didn’t do enough to help get a refund for transactions made via his debit card. What happened At the end of 2024, Mr H asked Revolut for help in getting refunds for a number of transactions charged to his debit card between October a... (4 pages)View decision -
Decision Reference DRN-5910764
12 Dec 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5910764 The complaint Mr C, represented by a claims management company (CMC), has complained about investment advice he received from St. James's Place Wealth Management Plc (“SJP”) and, further, its failure to provide the ongoing advice service for which he was charged. What h... (4 pages)View decision -
Decision Reference DRN-5907229
12 Dec 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5907229 The complaint Mr D is unhappy with what Alwyn Insurance Company Limited did after he made a claim on his landlord legal protection insurance policy. What happened Mr D sought assistance from his policy with a repossession claim. The claim was initially considered by panel so... (4 pages)View decision -
Decision Reference DRN-5756370
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5756370 The complaint Ms L complains Bank of Scotland plc trading as Halifax removed online access to view her credit card accounts. What happened Ms L held two credit cards with Halifax. In March, then December 2023, Halifax made the decision to withdraw one then the second of Ms ... (3 pages)View decision -
Decision Reference DRN-5742293
12 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5742293 The complaint Mr and Mrs W complain INTACT INSURANCE UK LIMITED has unfairly declined a claim they’ve made on their pet insurance policy following treatment for their dog. What happened Mr W has brought this complaint on behalf of himself and Mrs W, so I’ll refer to him thro... (4 pages)View decision -
Decision Reference DRN-5860890
12 Dec 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5860890 The complaint Mr A complains that Tesco Personal Finance Limited hasn’t fairly assessed a claim he made under Section 75 of the Consumer Credit Act in relation to some transactions he made on his credit card account. What happened Mr A says he used his Tesco credit card as ... (4 pages)View decision