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 401363 results
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Decision Reference DRN-6231817
17 Mar 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6231817 The complaint A company which I’ll call ‘L’ complains that Clydesdale Bank Plc trading as Virgin Money provided poor service when it attempted to open a deposit account. The complaint is brought on L’s behalf by one of its directors, Mr H. What happened Mr H told us: • L ... (4 pages)View decision -
Decision Reference DRN-6047135
17 Mar 2026 Black Horse Limited Not upheldConsumer CreditDRN-6047135 The complaint Mr M complains that Black Horse Limited (“Black Horse”) incorrectly added late payment markers to his credit file. What happened I won’t repeat all the facts here, as those aren’t in dispute. I have reviewed the entire file and if I don’t comment on something,... (3 pages)View decision -
Decision Reference DRN-6209761
17 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6209761 The complaint Mr J complains that TSB Bank plc lent irresponsibly when it approved his credit card application. What happened Mr J applied for a TSB credit card in April 2025. In his application, Mr J said he was living with his parents paying rent of £500 a month with £200... (3 pages)View decision -
Decision Reference DRN-6204473
17 Mar 2026 Honda Finance Europe Plc Not upheldConsumer CreditDRN-6204473 The complaint Miss A has complained about the quality of a car provided on finance by Honda Finance Europe Plc trading as Honda Financial Services (“HFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ll briefly summarise them here.... (5 pages)View decision -
Decision Reference DRN-6195168
17 Mar 2026 Lendable Ltd Not upheldConsumer CreditDRN-6195168 The complaint Mrs S says Lendable Ltd irresponsibly lent to her. What happened Mrs S took out five loans from Lendable between 2022 and 2025. Lendable upheld her complaint about loans 4 and 5, the details of the earlier loans are set out below: loan taken out valueterm month... (2 pages)View decision -
Decision Reference DRN-5880682
17 Mar 2026 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5880682 The complaint Mr B complains Creation Financial Services Limited (“Creation”) sent him a letter; despite being told he wouldn’t be contacted by Creation. He also says Creation has incorrectly told him he owes more money on his credit card account. What happened I won’t repe... (2 pages)View decision -
Decision Reference DRN-6205968
17 Mar 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6205968 The complaint Mrs A complains that Scottish Equitable Plc trading as Aegon (Aegon) incorrectly deducted tax from an ad hoc income withdrawal from her pension. And that it provided a poor service when she tried to understand what’d happened. What happened Mrs A has a drawdown... (7 pages)View decision -
Decision Reference DRN-6130944
17 Mar 2026 Financial Administration Services Limited Not upheldInvestmentsDRN-6130944 The complaint Mr T complains Financial Administration Services Limited (‘Fidelity’) charged him unreasonable fees and failed to respond to a message he sent. What happened On 16 March 2025 Mr T opened an ISA with Fidelity. On 18 March 2025 he added bank details to the ISA ac... (5 pages)View decision -
Decision Reference DRN-6203375
17 Mar 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6203375 The complaint Mr M is unhappy with the way AmTrust Specialty Limited handled a claim under his commercial property insurance policy. What happened Mr M owns a residential property which he lets out. His agent made a claim to AmTrust after a loss of electrical power at the p... (2 pages)View decision -
Decision Reference DRN-6093976
17 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6093976 The complaint Mr H’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credi... (11 pages)View decision