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 374385 results
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Decision Reference DRN-5631857
7 Jul 2025 Rhys Lewis Independent Financial Advisor Not upheldInvestmentsDRN-5631857 The complaint Ms J complains Rhys Lewis Independent Financial Advisor (RLIFA) has unfairly deducted fees from her investments without providing any products or services in exchange. What happened Ms J met with RLIFA around 25 years ago. At this time she purchased an investm... (3 pages)View decision -
Decision Reference DRN-5501648
7 Jul 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5501648 The complaint Mr D complains that Everyday Lending Limited lent to him without carrying out sufficient affordability checks on the additional £1,000 over and above the £5,000 he’d applied for. What happened Mr D took one loan and here is a brief table showing some details. A... (6 pages)View decision -
Decision Reference DRN-5672637
7 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5672637 The complaint Mr A has complained about American Express Service Europe Limited (AESEL)’s handling of his refund claim. Mr A has complained together with Miss A, an additional card holder on his AESEL credit card account, and the person who made the disputed purchase. Becau... (4 pages)View decision -
Decision Reference DRN-5441703
7 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5441703 The complaint Mr B has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’) unfairly declined a claim he made on his policy which it subsequently decided to cancel. Mr B brought his complaint to us through a representative but for ease I... (5 pages)View decision -
Decision Reference DRN-5632235
7 Jul 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5632235 The complaint Mrs H complains Creation Financial Services Limited (“Creation”) closed her account without providing her with proper notice. What happened In January 2025, Creation closed Mrs H’s credit card account. Mrs H said she received no notice of this, but Creation sa... (2 pages)View decision -
Decision Reference DRN-5625449
7 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5625449 The complaint Ms K complains that MBNA Limited has recorded adverse information on her credit file in relation to a credit card account she had with it. What happened Ms K says that as a result of some very difficult personal situations, she got into difficulty repaying her... (2 pages)View decision -
Decision Reference DRN-5672919
7 Jul 2025 Legal & General (Portfolio Management Services) Ltd Not upheldInvestmentsDRN-5672919 The complaint Mrs P and the late Mr P complain that when they tried to withdraw funds invested in the Legal and General Assurance Society Limited Investment Portfolio Service (‘IPS’), the investments and trust document could not be located. What happened Mrs P and the late M... (5 pages)View decision -
Decision Reference DRN-5667635
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5667635 The complaint Mr K and Mrs N complain that Lloyds Bank PLC unfairly closed their joint bank account and provided a poor level of service. As the primary complainant and for ease, I’ll mainly refer to Mr K in my decision. What happened Around April last year, Mr K discovered ... (3 pages)View decision -
Decision Reference DRN-5673993
7 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5673993 The complaint Ms V complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFUM”) investigated a claim on her car insurance policy. What happened Ms V had a car insurance policy with NFUM. In January 2024 Ms V was sto... (4 pages)View decision -
Decision Reference DRN-5478995
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5478995 The complaint Mr L complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed him in full after he fell victim to a scam. What happened In January 2023 Mr L transferred £15,000 in respect of an investment with a company I’ll refer to as R. R later c... (6 pages)View decision
