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 381196 results
-
Decision Reference DRN-5842624
26 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5842624 The complaint A limited company, which I will call B, has complained about the handling of a claim under its commercial vehicle insurance policy with Allianz Insurance Plc. Mr J, as director of B, has brought the complaint on its behalf. What happened In May 2023, Allianz wa... (5 pages)View decision -
Decision Reference DRN-5794751
26 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5794751 The complaint Mr B complains that Bank of Scotland plc trading as Halifax blocked his credit card and he couldn’t resolve this while he was overseas. What happened Mr B says that while he was overseas, Halifax repeatedly blocked his credit card due to potential fraud concern... (3 pages)View decision -
Decision Reference DRN-5844004
26 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5844004 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr G also complains that his relationship with Lloyds was unfair as he was allowed to rely on high-cost debt, an... (5 pages)View decision -
Decision Reference DRN-5682905
26 Sep 2025 UK Credit Limited UpheldConsumer CreditDRN-5682905 The complaint Mr B, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr B took out a guarantor loan from UK Credit in October 2017. It was for £2,000 over 48 months. The monthly repayment was £102.64. It was given on the basis that Mr... (3 pages)View decision -
Decision Reference DRN-5432681
26 Sep 2025 Fairstone Mortgage Solutions Ltd Not upheldMortgagesDRN-5432681 The complaint Mr E and Miss S have complained about the mortgage advice they received from Fairstone Mortgage Solutions Ltd in 2022. They say the adviser pushed them into taking a five-year fixed rate product, and the consequences of that weren’t fully explained, which led t... (3 pages)View decision -
Decision Reference DRN-5839973
26 Sep 2025 Ford Retail Limited Not upheldInsuranceDRN-5839973 The complaint Mr C complains that Ford Retail Limited trading as TrustFord (“Ford Retail”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning com... (3 pages)View decision -
Decision Reference DRN-5738730
26 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5738730 The complaint Mr D has complained about the incorrect information he received from St. James’s Place UK plc (SJP) when he tried to register an Expression of Wish (EOW) form with it for his pension plan. Mr D has also said that the EOW should have been addressed when he first... (4 pages)View decision -
Decision Reference DRN-5541447
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5541447 The complaint Mr N is unhappy HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at len... (4 pages)View decision -
Decision Reference DRN-5824414
26 Sep 2025 Central (UK) Vehicle Leasing Limited Not upheldConsumer CreditDRN-5824414 The complaint Miss G complains about the service she received from Central (UK) Vehicle Leasing Limited (“CVL”) when she applied for a vehicle leasing agreement. What happened Miss G enquired on CVL’s website for a contract hire agreement. A quote was generated by one of CVL... (2 pages)View decision -
Decision Reference DRN-5834199
26 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5834199 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank (Tesco) refused to reimburse him for a recurring payment set up on his account without his consent. What happened Mr J noticed a recurring payment had been debiting his account in the form of a con... (4 pages)View decision
