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 391431 results
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Decision Reference DRN-6070273
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6070273 The complaint Ms S complains that Lloyds Bank PLC (Lloyds, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an investment scam. What happened Ms S found the investment opportunity on a renown social media platform towards the end of 2023. She wa... (5 pages)View decision -
Decision Reference DRN-6090890
28 Jan 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6090890 The complaint Mr A complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in April ... (2 pages)View decision -
Decision Reference DRN-6112003
28 Jan 2026 Great Lakes Insurance SE Not upheldInsuranceDRN-6112003 The complaint Mr S complains that Great Lakes Insurance SE has taken too long to progress a claim under his legal expenses insurance policy. Where I refer to Great Lakes, this includes the actions of its agents and claims handlers for which it takes responsibility. What ha... (3 pages)View decision -
Decision Reference DRN-6103629
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6103629 The complaint Mr E complains that Lloyds Bank PLC failed to properly pursue a chargeback. What happened On 27 September 2024 Mr E purchased an online course at a cost of £4,200. He says he never received anything from the merchant and he believes it was a scam. He contacted ... (3 pages)View decision -
Decision Reference DRN-5871464
28 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-5871464 The complaint Mr C has complained about how Santander UK Plc has treated him when his interest only mortgage term ended. He said Santander was too aggressive in its demands for the mortgage to be repaid and hadn’t taken into account his efforts to resolve the position. Mr C ... (3 pages)View decision -
Decision Reference DRN-5971457
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5971457 The complaint Mr K complains AXA Insurance UK Plc hasn’t settled a claim against his residential landlord insurance policy fairly. What happened The details of this complaint are well-known to be parties, so I won’t repeat them here. Instead, I will focus on the reasons for... (2 pages)View decision -
Decision Reference DRN-5967183
28 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5967183 The complaint Mr B has complained that Nationwide Building Society (“Nationwide”) mis-sold him a fee- paying Flex Plus packaged account. Mr B has also complained that Nationwide didn’t look into his complaint for a long time after he first raised his concerns with Nationwid... (5 pages)View decision -
Decision Reference DRN-6024907
28 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6024907 The complaint Miss T complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted unfairly by agreeing to open a revolving credit facility and to subsequent credit limit increases that she said was unaffordable. What happened Around May 2019 Miss T applied... (5 pages)View decision -
Decision Reference DRN-6111916
28 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6111916 The complaint Mr N has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t pay his claim in full after his car was stolen. What happened I issued a provisional decision regarding this complaint earlier this month where I said I was n... (4 pages)View decision -
Decision Reference DRN-5974035
28 Jan 2026 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-5974035 The complaint Mr D complains that Evelyn Partners Investment Management Services Limited trading as Bestinvest by Evelyn Partners (Evelyn) failed to provide him with clear information about the charges that applied to his Self-Invested Personal Pension (SIPP) before he opene... (5 pages)View decision