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 365917 results
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Decision Reference DRN-5551833
16 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5551833 The complaint Mr J complains that Lendable Ltd registered a default against his personal loan account while he was making reduced payments. What happened I issued a provisional decision setting out what I thought about Mr J’s complaint. I’ve copied the relevant parts of that... (5 pages)View decision -
Decision Reference DRN-5566592
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5566592 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided an overdraft to him that was unaffordable. What happened I sent Mr M and Halifax my provisional findings on this complaint on 30 April 2025. A copy of that decision is attache... (7 pages)View decision -
Decision Reference DRN-5396091
16 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5396091 The complaint Mr and Mrs D complain that Watford Insurance Company Europe Limited (“Watford”) unfairly declined their claim for storm damage under their home buildings insurance policy. What happened During a storm in May 2023 Mr and Mrs D said rainwater leaked through their... (4 pages)View decision -
Decision Reference DRN-5566375
16 May 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-5566375 The complaint Mrs H complains that EBS Pensions Limited (“EBS”) has failed to complete the transfer of her pension savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in January 2025. In that decision I explained wh... (4 pages)View decision -
Decision Reference DRN-5448006
16 May 2025 AXA France IARD Not upheldInsuranceDRN-5448006 The complaint Mr S complains that AXA France IARD (AXA) declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. Reference to AXA includes its agents. What happened Mr S held a GAP insurance policy with AXA. Mr S made a claim on the policy after he... (2 pages)View decision -
Decision Reference DRN-4912800
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4912800 The complaint Ms K complains that Barclays Bank UK PLC (“Barclays”) won’t refund in full money she lost when she fell victim to an investment scam. Ms K is being represented by a claims management company in this complaint. What happened The full details of this complaint ... (3 pages)View decision -
Decision Reference DRN-5353572
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5353572 The complaint Mr L complained because Lloyds Bank Plc refused to refund him for a cash withdrawal which he said he didn’t make. What happened In the early evening of 30 July 2024, Mr L rang Lloyds to dispute a £600 cash machine withdrawal which had debited his account that ... (3 pages)View decision -
Decision Reference DRN-5389351
16 May 2025 Gain Credit LLC UpheldConsumer CreditDRN-5389351 The complaint Mr L complains that Gain Credit LLC, trading as Lending Stream, lent to him irresponsibly. What happened In February 2024, Mr L took one loan with Lending Stream; it was for £120, repayable over a term of six months, with five monthly instalments of around £40,... (3 pages)View decision -
Decision Reference DRN-5539065
16 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5539065 Complaint Mrs N complains that Volkswagen Financial Services UK Limited (trading as “Audi” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. She also says that she fail... (6 pages)View decision -
Decision Reference DRN-5511922
16 May 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5511922 The complaint Miss L complains about First Central Underwriting Limited’s (“FCUL”) liability decision following a claim against her car insurance policy. Miss L’s complaint has been brought by a representative – who I’ll refer to as Mrs L. What happened Miss L says, as she... (3 pages)View decision
