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
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Decision Reference DRN-5534265
26 Aug 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5534265 The complaint Mr C complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. What happened Mr C was provided with a loan for £7,500 by Everyday Loans in August 2022. The loan term was 60 months and Mr C was required to make mo... (3 pages)View decision -
Decision Reference DRN-5451525
26 Aug 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5451525 The complaint Mrs R complains that Adrian Flux Insurance Services Group (AFI) failed to provide her clear information about her commercial buildings policy when it was arranged. The lack of clear information led to Mrs R being distressed about whether the policy would start ... (3 pages)View decision -
Decision Reference DRN-5650866
26 Aug 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5650866 The complaint Miss W has complained about First Central Insurance Management Limited trading as 1st Central’s communication and management of her claim under her motor policy following an accident. She is particularly aggrieved she had to pay her £500 excess. She also though... (3 pages)View decision -
Decision Reference DRN-5718292
26 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5718292 The complaint This complaint is brought by Mrs X the executor for the estate of Mrs B, her mother. Mrs X brings a complaint in that capacity against the Bank of Scotland plc trading as Halifax (Halifax). Mrs X is very unwell with a terminal illness and so her daughter, Mrs P... (4 pages)View decision -
Decision Reference DRN-5708364
26 Aug 2025 Secure Trust Bank Public Limited Company Not upheldBanking and PaymentsDRN-5708364 The complaint Mrs E complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY provided poor customer service. What happened Mrs E has expressed concerns over the background noise she experienced during a telephone call with Secure Trust. She’s worried that her conversations w... (2 pages)View decision -
Decision Reference DRN-5740686
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5740686 The complaint Mr T complains Barclays Bank UK PLC unfairly added his details to a fraud database. What happened Mr T says his mobile glitched and paid money to a betting app installed on his phone. Mr T contacted Barclays and asked it to raise a chargeback, he hadn’t auth... (3 pages)View decision -
Decision Reference DRN-5774812
26 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5774812 Complaint Miss B has complained that Clydesdale Bank Plc (trading as “Virgin Money”) shouldn’t have offered to increase the limit on her credit card. Background Virgin Money provided Miss B with a credit card with an initial limit of £3,600.00 in October 2021. In August 202... (4 pages)View decision -
Decision Reference DRN-5760551
26 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5760551 The complaint This complaint is about an interest-only mortgage Ms Z holds with HSBC Bank PLC. The mortgage term expired in 2020. Ms Z is unhappy that HSBC has begun legal action to recover the debt. She’s dissatisfied with HSBC’s communication with her, and also believes th... (4 pages)View decision -
Decision Reference DRN-5774791
26 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5774791 Complaint Mr K has complained about high-cost short-term credit instalment loans he took out with Gain Credit LLC (trading as “Lending Stream”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background This complaint centres on the p... (4 pages)View decision -
Decision Reference DRN-5774782
26 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5774782 Complaint Ms G is unhappy Gain Credit LLC (trading as “Lending Stream”) provided her with a high- cost short-term credit instalment loan. She says she should never have been given this loan as it was unaffordable. Background This complaint centres around the provision of a ... (3 pages)View decision