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 366874 results
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Decision Reference DRN-5339620
9 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5339620 Complaint Miss T has essentially complained that Bank of Scotland Plc (trading as “Halifax”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Backgrou... (4 pages)View decision -
Decision Reference DRN-5359879
9 Apr 2025 Standard Life Home Finance Limited Not upheldMortgagesDRN-5359879 The complaint Mr and Mrs M’s complaint is about a lifetime mortgage they have with Standard Life Home Finance Limited (SLHF). They are unhappy that SLHF reduced the amount it was willing to lend them after they had accepted a mortgage offer. In settlement of the complaint, M... (3 pages)View decision -
Decision Reference DRN-5406595
8 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5406595 The complaint Miss M has complained that Domestic & General Insurance Plc (“D&G”) renewed her cooker warranty, and took payment for it, without her agreement. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair ... (2 pages)View decision -
Decision Reference DRN-5332501
8 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5332501 The complaint Mr A complains that Nationwide Building Society blocked his account during the closure notice period. He is also unhappy that he hasn’t been provided all the information regarding his Data Subject Access Request (DSAR) and that he hasn’t been able to apply for ... (6 pages)View decision -
Decision Reference DRN-5424018
8 Apr 2025 Next Retail Limited UpheldConsumer CreditDRN-5424018 The complaint Mrs B complains that Next Retail Limited didn’t refund her account for an item she’d returned. What happened Mrs B purchased an item in Next on in November 2024 for £7.00 on her NextPay account. She returned the item in December 2024. Mrs B contacted Next sever... (2 pages)View decision -
Decision Reference DRN-5062308
8 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5062308 The complaint Mr M is unhappy with the information that was provided to him when he was supplied with a car under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services. What happened On 19 June 2023, Mr M entered into a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5448879
8 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5448879 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to two scams in quick succession. What happened Mr B said he saw an advert for a cryptocurrency investment opportunity on social media, he clicked it and filled in an en... (6 pages)View decision -
Decision Reference DRN-5462205
8 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5462205 The complaint Mr W’s complained that Lloyds Bank General Insurance Limited (“Lloyds”) declined his claim to recover what he’d paid his neighbour following an escape of water in his flat. What happened In early 2024, Mr W decided to clean the pump of his washing machine. Whe... (3 pages)View decision -
Decision Reference DRN-5413447
8 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5413447 The complaint Ms M and Mr Y complain about Accredited Insurance (Europe) Ltd (“AEL”) and the decision to decline the claim they made on their home insurance policy. They also complain about the decision to cancel their policy and the advice provided during the claim process.... (5 pages)View decision -
Decision Reference DRN-4973641
8 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4973641 The complaint Mr A complains that Lloyds Bank PLC is unfairly holding him responsible for repayment of a Bounce Back Loan (BBL) taken in the name of a partnership of which he is no longer a member. What happened In 2017, Mr A formed a business partnership with another person... (2 pages)View decision
