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
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Decision Reference DRN-6010049
11 Dec 2025 Taptap Send UK Limited UpheldBanking and PaymentsDRN-6010049 The complaint Miss B complains Taptap Send UK Limited (“Taptap Send”) hasn’t refunded funds she says she lost as the result of a scam and has complained about the service she received after reporting the fraud. What happened Both parties are familiar with the circumstances ... (3 pages)View decision -
Decision Reference DRN-6013673
11 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-6013673 The complaint Mr W has complained that Advantage Insurance Company Limited avoided (treated as it never existed) his van insurance policy and declined his claim because of this. Any reference to Advantage includes its agents. What happened Mr W renewed his van insurance poli... (3 pages)View decision -
Decision Reference DRN-5618175
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5618175 The complaint Mr M complains about the actions of Bank of Scotland plc trading as Halifax when he lost money to a scam. Mr M is being supported by a legal representative but, for ease of reading, I’ll only refer to Mr M. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-6014771
11 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6014771 The complaint Mr I is unhappy with the information being reported on his credit file by BMW Financial Services(GB) Limited (BMWFin). When I refer to what Mr I or BMWFin have said or done, it should also be taken to include things said or done on their behalf. What happened... (4 pages)View decision -
Decision Reference DRN-5997311
11 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5997311 The complaint Mr P complains Lowell Portfolio I Ltd are responsible for incorrect information about a debt appearing on his credit report. What happened Mr P says since July 2024 he’d been speaking to Lowell and a credit reference agency (CRA) to resolve an issue regarding a... (3 pages)View decision -
Decision Reference DRN-5931970
11 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5931970 The complaint Mr C has complained about the quality of a car provided on finance by Startline Motor Finance Limited. Mr C is represented by a family member when bringing the complaint, but I’ll refer to him throughout for ease of reading. What happened The circumstances of ... (3 pages)View decision -
Decision Reference DRN-5947580
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5947580 The complaint Ms H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-5795488
11 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5795488 The complaint Mr H’s complaint is about the way in which his Lloyds Bank General Insurance Limited (‘Lloyds’) legal expenses insurance policy was sold to him. Mr H says the policy was mis-sold. Mr H’s complaint is brought by his representative, but I shall refer to all submi... (2 pages)View decision -
Decision Reference DRN-5674784
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5674784 The complaint Mr B is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won't reimburse him the money he sent to a third-party seller as a deposit for a caravan which he now says was a scam. What happened I’m not going to cover all the points ra... (3 pages)View decision -
Decision Reference DRN-5576559
11 Dec 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5576559 The complaint Mr W complains that Trading 212 UK Limited (T212) hadn’t properly executed trades he’d placed, that it hadn’t properly applied margin or overnight charges, and difficulties communicating with the firm. What happened Mr W has a contract for differences (CFD) tr... (4 pages)View decision