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-6213857
16 Mar 2026 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-6213857 The complaint Mr C complains Moorcroft Debt Recovery Limited refused to write off his debt with them despite his vulnerability. He’s also complained about their communication with him. What happened As I understand it Moorcroft were asked by a lender I’ll refer to as S to co... (2 pages)View decision -
Decision Reference DRN-6207635
16 Mar 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-6207635 The complaint Mr S is unhappy about the total loss settlement Tradex Insurance Company PLC (Tradex) agreed to pay following a claim made on his car insurance policy. What happened Mr S took out a comprehensive car insurance policy in August 2024. The policy is underwritten b... (4 pages)View decision -
Decision Reference DRN-6120811
16 Mar 2026 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-6120811 The complaint Mr C complains PRA Group (UK) Limited have unfairly said they won’t write off his debt and they asked intrusive questions. What happened As I understand it Mr C took out a credit card account with a lender which was ultimately sold to a debt purchaser. PRA are ... (3 pages)View decision -
Decision Reference DRN-6221168
16 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6221168 The complaint Mr M complains about Bank of Scotland plc trading as Halifax after he received bank statements he was not expecting. As a direct result, Mr M says this has had a severe impact on his employment, finances and has caused great distress. What happened In December... (2 pages)View decision -
Decision Reference DRN-6196667
16 Mar 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6196667 The complaint Mr B1 is the executor of the estate of his late father, Mr B. He complains on behalf of the estate that Barclays Bank UK PLC has acted unfairly in administering a shared appreciation mortgage (SAM). He complains that the redemption figure is based on an unreaso... (3 pages)View decision -
Decision Reference DRN-6171257
16 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6171257 The complaint Mrs N complains HSBC UK Bank Plc provided incorrect information and poor service when her card and PIN didn’t work. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons fo... (2 pages)View decision -
Decision Reference DRN-6014369
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6014369 The complaint Ms R complains that Santander UK Plc should reimburse her for money that was stolen after she withdrew it from a local branch. Ms R brought this complaint to us via her representative. For ease of reading, I’ll primarily refer to Ms R throughout my decision. W... (4 pages)View decision -
Decision Reference DRN-6172880
16 Mar 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-6172880 The complaint Mrs L is unhappy with the amount of time taken by Phoenix Life Limited (Phoenix) to pay out the death benefits of her late husband's pension. She’s put in a considerable amount of time and energy chasing this up which has taken a toll on her health. She wa... (3 pages)View decision -
Decision Reference DRN-6165482
16 Mar 2026 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-6165482 The complaint Mr R complains Lowell Portfolio I LTD failed to provide evidence he asked for to prove he owes a debt to them. What happened Mr R had two accounts with lenders. Those accounts were sold to Lowell and Mr R was told about these in Notice of Assignments (NOAs). On... (4 pages)View decision -
Decision Reference DRN-6039486
16 Mar 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6039486 The complaint Mr V complains Link Financial Outsourcing Limited trading as Honours Student Loans’ (HSL) actions have led to him not being able to defer his student loan or benefit from the cancellation term. What happened Mr V has a student loan currently administered by HSL... (3 pages)View decision