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 401363 results
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Decision Reference DRN-5680186
19 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5680186 The complaint Mr F complains that Link Financial Outsourcing Limited (Link) have unfairly declined to write off his account. What happened Mr F’s complaint is about an account, he says he says should be written off on medical grounds or closed due to statute barring. Link se... (3 pages)View decision -
Decision Reference DRN-5707958
19 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707958 The complaint Mrs P has complained Nationwide Building Society won’t refund her for 11 transactions she didn’t make. What happened Just before Christmas 2024, Mrs P was shocked to discover there was little money left in her Nationwide account. There’d been nearly £30,000 in ... (3 pages)View decision -
Decision Reference DRN-5691102
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691102 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr G ... (3 pages)View decision -
Decision Reference DRN-5734612
19 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5734612 The complaint Mrs S complains thatAviva Life & Pensions UK Limited (“Aviva”) has failed to administer her pension account in an efficient manner. What happened Mrs S held pension savings with Aviva. Last year Mrs S decided to encash her pension savings and take them in t... (3 pages)View decision -
Decision Reference DRN-5822218
19 Sep 2025 Evolution Lending Limited UpheldMortgagesDRN-5822218 The complaint Mr E and Miss S complain that Evolution Lending Limited gave them a secured second charge mortgage without properly checking it was affordable for them. What happened In August 2023, Mr E and Miss S took out a secured second charge loan with Evolution. The loan... (5 pages)View decision -
Decision Reference DRN-5659769
19 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5659769 The complaint Mr M complains about BMW Financial Services (GB) Limited, which I’ll call “BMW”. He says a car he took on hire purchase had a faulty indicator. What happened In March 2023 Mr M took a used car on hire purchase. It was nearly four years old with about 19,500 mil... (2 pages)View decision -
Decision Reference DRN-5345135
19 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345135 The complaint Mr B complains that The Royal London Mutual Insurance Society Limited (“RL”) has refused to reinstate his Life and Critical Illness policy following him missing premium payments. What happened Mr B held a Life and Critical Illness policy with RL. RL attempted t... (3 pages)View decision -
Decision Reference DRN-5661379
19 Sep 2025 Experian Limited Not upheldConsumer CreditDRN-5661379 The complaint Ms G complains Experian Limited failed to send her a copy of her credit report when she requested it. What happened Ms G says since around August 2023 she has been attempting to obtain a copy of her credit report from Experian but was unable to do so. She also... (3 pages)View decision -
Decision Reference DRN-5705147
19 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5705147 The complaint Mr T complains that a car he took from Toyota Financial Services (UK) PLC (“TFS”) under a hire purchase agreement was not of satisfactory quality. What happened In November 2022 Mr T entered into a 42-month hire purchase agreement with TFS. The car had been fir... (2 pages)View decision -
Decision Reference DRN-5829214
19 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5829214 The complaint Mr E has complained that Admiral Insurance (Gibraltar) Limited quoted him a very high insurance premium for his van after he was involved in a non- fault accident. What happened I issued a provisional decision regarding this complaint earlier this month. In th... (5 pages)View decision