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 400695 results
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Decision Reference DRN-5929166
5 Nov 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5929166 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened In July 2023 Miss A applied for a loan with Vanquis. The application was approved and she was provided a loan for £2,000 to be repaid over 36 months with a monthly repay... (3 pages)View decision -
Decision Reference DRN-5689842
5 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5689842 The complaint Mrs B’s complained that Aviva Life & Pensions UK Limited unfairly declined the claim she made on her employer group policy after her husband was diagnosed with a rare form of blood cancer. What happened Mrs B’s employer offers its employees the benefit of a... (3 pages)View decision -
Decision Reference DRN-5816552
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5816552 The complaint Mr and Mrs C are the trustees of a Pension Plan Small Self-Administer Scheme set up under trust (which I’ll refer to as the ‘SSAS’). They complain that Lloyds Bank PLC won’t refund the money the SSAS lost when it was the victim of what Mr and Mrs C feel was a s... (6 pages)View decision -
Decision Reference DRN-5837369
5 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5837369 The complaint Miss B complains that Everyday Lending Limited, trading as Everyday Loans (‘Everyday Loans’) irresponsibly gave her a loan that she couldn’t afford. What happened In November 2023, Miss B applied for and was accepted for a loan by way of a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-5803799
5 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5803799 The complaint Mrs C is unhappy with delays in providing information requested by her representative about her pension policies with Scottish Widows Limited. And Scottish Widows has also said it can’t produce some of the information requested. What happened Mrs C held a numb... (4 pages)View decision -
Decision Reference DRN-5919137
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919137 The complaint Mr S has complained about how Monzo Bank Ltd (Monzo) handled refund claims he made to them. What happened Mr S used his Monzo Debit Card and Monzo Flex Credit Card for several gambling transactions via online websites towards the end of 2023. However he later c... (4 pages)View decision -
Decision Reference DRN-5928751
5 Nov 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5928751 The complaint Mr J has complained that Assurant General Insurance Limited unfairly and unreasonably refused to consider his claim under his mobile phone insurance. What happened Mr J was cycling to a train station on 20 March 2025 and needed to use his phone along the way. ... (4 pages)View decision -
Decision Reference DRN-5570587
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5570587 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Barclays) failed to carry out sufficient financial checks before approving a credit card account for her. What happened Miss M says Barclays approved a credit card account for her in February 2023 wit... (3 pages)View decision -
Decision Reference DRN-5928764
5 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5928764 The complaint Mr B, with the assistance of a representative, complains Lloyds Bank PLC changed the address it held for him to an address of a third party without his consent, which consequently led to delays in him getting a replacement debit card. He also complains Lloyds c... (3 pages)View decision -
Decision Reference DRN-5742128
5 Nov 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5742128 The complaint Mr C complains Family Assurance Friendly Society Limited trading as OneFamily didn’t send him annual statements about his son’s Child Trust Fund. He complains that he would have taken action to address the poor performance of his son’s Child Trust Fund had it d... (2 pages)View decision