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 381082 results
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Decision Reference DRN-5837375
7 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5837375 The complaint Mr and Mrs H complain that Bank of Scotland plc trading as Birmingham Midshires (BM) should’ve extended their mortgages following a final decision by our Service, and that it was inappropriate for BM to instruct a field agent visit in 2024 in spite of their per... (4 pages)View decision -
Decision Reference DRN-5602504
7 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5602504 The complaint Mr H complained about how Lloyds Bank General Insurance Limited has handled a claim on his buildings insurance policy. What happened The events are well known to both parties, so I won’t go into them in detail here. A claim was raised with Lloyds in July 2018 a... (3 pages)View decision -
Decision Reference DRN-5866470
7 Oct 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5866470 The complaint Mr R and Ms H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (3 pages)View decision -
Decision Reference DRN-5497878
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5497878 The complaint Mrs O complains Lloyds Bank PLC (Lloyds) treated her unfairly when it closed her account. What happened Mrs O has a current account with Lloyds, which she opened in the late 1980s. Mrs O has explained that she used her account to help support her sons includin... (4 pages)View decision -
Decision Reference DRN-5851756
7 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5851756 The complaint Ms E and Miss O complain about the way that Lloyds Bank PLC managed a Junior Individual Savings Account (‘JISA’) and feel that more compensation is due to reflect the poor service provided. The JISA was set up for Miss O when she was a child and Ms E was the r... (4 pages)View decision -
Decision Reference DRN-5852209
7 Oct 2025 ManyPets Ltd UpheldInsuranceDRN-5852209 The complaint Ms S has complained that ManyPets Ltd mis-sold her a lifetime pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2020, (on the complaint form Ms S said this was 2021, which I can now see is just a typo) which was sold to h... (3 pages)View decision -
Decision Reference DRN-5865165
7 Oct 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5865165 The complaint Mr L complains that his holding of Premium Bonds with National Savings and Investments (NS&I) isn’t generating the level of prizes it should be if the odds quoted by NS&I are correct. What happened Mr L wrote to NS&I on 5 March 2025 because his hold... (2 pages)View decision -
Decision Reference DRN-5857614
7 Oct 2025 Vodafone Limited Not upheldConsumer CreditDRN-5857614 The complaint Mrs E has complained about the way Vodafone Limited handled things when she bought a new phone using a fixed sum loan agreement with it. What happened The circumstances are well known to the parties so I won’t go over everything again in detail. But, to summar... (2 pages)View decision -
Decision Reference DRN-5622950
7 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5622950 THE COMPLAINT Mrs M complains about the amount of compensation Bank of Scotland plc (“BoS”) has offered her. Mrs M is represented by her husband in this matter. However, where appropriate, I will refer to Mrs M solely in this decision for ease of reading. WHAT HAPPENED The... (3 pages)View decision -
Decision Reference DRN-5709210
7 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5709210 The complaint Mr N is unhappy that Aviva Life & Pensions UK Limited has declined a claim he made on an income protection policy. What happened Mr N was a member of his employer’s group income protection scheme. He made a claim on the policy as he was experiencing ongoing... (2 pages)View decision
