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 392389 results
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Decision Reference DRN-6107723
29 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-6107723 The complaint Mr W complains that Charles Derby Financial Services Limited gave him unsuitable advice to transfer guaranteed benefits from a deferred annuity to a personal pension. Quilter Financial Services Limited (‘Quilter’) is responsible for answering this complaint, so... (7 pages)View decision -
Decision Reference DRN-6106165
29 Jan 2026 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-6106165 The complaint Mr W complains that Volvo Car Financial Services UK Limited (who I’ll call Volvo) told him he’d missed a payment toward his finance agreement when he hadn’t. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pr... (2 pages)View decision -
Decision Reference DRN-6062089
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6062089 The complaint Mr J complains that Lloyds Bank PLC won’t reimburse payments he made to what he now believes to be a scam. What happened Mr J saw details online for an investment in whisky with a company I will call “W”. Having spoken to one of W’s directors, Mr J invested £1... (4 pages)View decision -
Decision Reference DRN-6094372
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6094372 The complaint Ms S complains about the poor service she received from National Westminster Bank PLC trading as Ulster Bank (UB) when trying to close a savings account she held with it. What happened I sent the parties a provisional decision in January 2026, in which I set ou... (6 pages)View decision -
Decision Reference DRN-6114014
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6114014 The complaint Mr A and Mrs A complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (9 pages)View decision -
Decision Reference DRN-6016090
29 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6016090 The complaint Mr Z has complained that Vanquis Bank Limited were irresponsible when increasing the credit limit on his credit card. What happened Vanquis provided Mr Z with a credit card in March 2022 with a limit of £500 This limit was increased four times over the followin... (3 pages)View decision -
Decision Reference DRN-5940682
29 Jan 2026 Gain Credit LLC UpheldConsumer CreditDRN-5940682 The complaint Mr M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amo... (4 pages)View decision -
Decision Reference DRN-5984448
29 Jan 2026 Seven Investment Management LLP UpheldInvestmentsDRN-5984448 The complaint Mrs C and Mr B, as trustees of the T Trust, complain that Seven Investment Management LLP (“SIM”) caused delay of an in-specie transfer of an investment bond from SIM to a new provider. This led to costs being incurred as a result of chasing the process and a d... (3 pages)View decision -
Decision Reference DRN-5982776
29 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5982776 The complaint Mr G has complained that Hutchison 3G UK Limited trading as Three (Three) defaulted and terminated his agreement. What happened In November 2024, Mr G entered into a Fixed Sum Loan Agreement with Three for the supply of a new device. The amount of credit under... (4 pages)View decision -
Decision Reference DRN-6093597
29 Jan 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-6093597 The complaint Miss P complains that Millennium Insurance Company Limited (‘Millennium’) failed to collect the premiums for her private medical insurance policy. All references to Millennium include the agents appointed to administer the policy on its behalf. What happened Mi... (3 pages)View decision