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 381196 results
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Decision Reference DRN-5386595
1 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5386595 The complaint Mrs M complains that Domestic & General Insurance Plc (D&G) refused to accept liability for the loss of her games console while in transit after she sent it for repair under her insurance policy. What happened Mrs M has insurance specifically for her g... (3 pages)View decision -
Decision Reference DRN-5400270
1 Apr 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5400270 The complaint Mrs G complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to her. She wants all interest and charges she has paid refunded. Mrs G is represented by a third party but for ease of reference I have ref... (4 pages)View decision -
Decision Reference DRN-5447267
1 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5447267 The complaint Mr B is unhappy with several aspects of the service he’s received from The Co-operative Bank Plc (“Co-op”). What happened On 17 August 2024, Mr B raised a complaint with Co-op because he was unhappy with several aspects of the service that he’d received from th... (4 pages)View decision -
Decision Reference DRN-5448111
1 Apr 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5448111 The complaint Mrs M complains that Wise Payments Limited didn’t do enough to prevent her losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In ... (5 pages)View decision -
Decision Reference DRN-4979367
1 Apr 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-4979367 The complaint Mr S complains that First Response Finance Ltd (‘FR’) registered a default in relation to his finance agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (4 pages)View decision -
Decision Reference DRN-5400049
1 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5400049 The complaint Mr and Mrs G complain Lloyds Bank PLC has repeatedly changed their statement preferences from paper to online, so they do not receive statements in the post. They explained they have therefore had to regularly contact Lloyds for copy statements. What happened M... (2 pages)View decision -
Decision Reference DRN-5361477
1 Apr 2025 Gribben & Watt Financial Planning Limited UpheldPensions and AnnuitiesDRN-5361477 The complaint Mr D complains about the advice given by Gribben & Watt Financial Planning Limited (‘G&W’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes... (8 pages)View decision -
Decision Reference DRN-5431541
1 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5431541 The complaint Mr and Mrs M complain that Chubb European Group SE declined their claim against a group travel insurance policy. What happened Mr and Mrs M have the benefit of a group travel insurance policy via Mr M’s employer. They were due to travel with their family on 20... (3 pages)View decision -
Decision Reference DRN-5036684
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036684 The complaint A sole trader, who I’ll refer to as Mr A, complains that Barclays Bank UK PLC should not have given him a bounce back loan (”BBL”), as he couldn’t afford to repay it. He also complains that the bank is incorrectly holding him personally liable, since the loan s... (2 pages)View decision -
Decision Reference DRN-5394751
1 Apr 2025 Lendable Ltd Not upheldConsumer CreditDRN-5394751 The complaint Mr C complains that Lendable Ltd (Lendable) didn’t sufficiently check whether he could sustain the repayments when they agreed to lend to him. What happened In September 2020 Mr C entered into a Fixed Sum Loan agreement with Lendable for £3,000. This was repaya... (3 pages)View decision
