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-6086989
20 Jan 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-6086989 The complaint Mr Y complains that Zempler Bank Limited (“Zempler”) irresponsibly provided him with a credit card. What happened Zempler provided Mr Y with a credit card and a limit of £1,500 in September 2021. I understand there’s a balance outstanding which Mr Y is making ... (6 pages)View decision -
Decision Reference DRN-6069933
20 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6069933 The complaint Mr B and Mrs R complain about how their mortgage lender, Bank of Scotland plc trading as Halifax, treated them when they experienced financial difficulty with their mortgage. What happened Mr B and Mrs R have a mortgage with Halifax. In 2025 they experienced so... (3 pages)View decision -
Decision Reference DRN-6091310
20 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6091310 The complaint Mr T complains that Scottish Equitable plc trading as Aegon rejected his application for payment of the full lump sum allowance amount stated on his retirement benefit crystallisation event (RBCE) statement. What happened Mr T had a Self-Invested Personal Pensi... (3 pages)View decision -
Decision Reference DRN-5773727
20 Jan 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-5773727 The complaint Ms M complains that she was mis-sold a buy to let mortgage by Charter Court Financial Services Limited trading as Precise Mortgages. What happened In 2015 Ms M took out a buy to let mortgage with Precise. The mortgage was arranged by a broker. She borrowed £35,... (3 pages)View decision -
Decision Reference DRN-5810424
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5810424 The complaint Mr and Mrs M’s 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)... (13 pages)View decision -
Decision Reference DRN-6058217
20 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6058217 The complaint Shop Direct Finance Company Limited (“Shop Direct) initially provided Miss D with a store card in December 2012. The credit limits have increased incrementally over the years until it reached £5,150 by April 2023. Miss D says the credit limit increases were pro... (3 pages)View decision -
Decision Reference DRN-6058706
20 Jan 2026 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-6058706 The complaint Mr A has complained to Legal and General Assurance Society Limited (Legal & General) that he was mis-sold his annuity as it doesn’t increase on a yearly basis. Mr A has asked that he be able to encash his annuity instead. What happened Mr A had a “Section 3... (3 pages)View decision -
Decision Reference DRN-5778923
20 Jan 2026 Next Retail Limited Not upheldBanking and PaymentsDRN-5778923 The complaint Miss L has complained that Next Retail Limited, trading as Next Online, were irresponsible in opening a credit account. What happened Next Online provided Miss L with a credit account in December 2021 with a limit of £600. Miss L says this was irresponsible. Sh... (3 pages)View decision -
Decision Reference DRN-5965808
20 Jan 2026 PayPal UK Ltd UpheldBanking and PaymentsDRN-5965808 The complaint Miss R complains PayPal UK Ltd placed a limitation on her account and provided poor service when she tried to resolve the issue. What happened In or around early June 2025 Miss R’s PayPal account was restricted. She noticed a red banner across the top of her ac... (2 pages)View decision -
Decision Reference DRN-5989959
20 Jan 2026 esure Insurance Limited Not upheldInsuranceDRN-5989959 The complaint Mr R has complained about how esure Insurance Limited (esure) handled a claim he made on his motor insurance policy. What happened Mr R was involved in an accident in March 2025 and made a claim on his policy with esure. At the time, esure was already dealing w... (3 pages)View decision