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-5933765
12 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5933765 The complaint Mr A is unhappy that Zopa Bank Limited defaulted his loan account. What happened Mr A had a loan account with Zopa. In August 2024, Mr A told Zopa he was unable to maintain his regular monthly repayments. In October 2024, Zopa agreed a repayment plan of £10 per... (2 pages)View decision -
Decision Reference DRN-6196621
12 Mar 2026 Society of Lloyd's Not upheldInsuranceDRN-6196621 The complaint Mr D is unhappy about how The Society of Lloyds has handled his personal data when dealing with his insurance claim. What happened Mr D made a claim under the policy in 2020. He provided his bank details to Lloyds loss adjusters B as part of the claim process ... (2 pages)View decision -
Decision Reference DRN-6182185
12 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6182185 The complaint Miss A complains that Lloyds Bank PLC closed her account without good reason. What happened Miss A has held several accounts with Lloyds. This complaint concerns a current account she held in August 2025. On 4 August 2025 Lloyds wrote to Miss A to say that it w... (2 pages)View decision -
Decision Reference DRN-6027444
12 Mar 2026 Lookers Motor Group Limited Not upheldInsuranceDRN-6027444 The complaint Miss P complains that Lookers Motor Group Limited mis-sold her a minor damage protection motor insurance policy. She wants it to reimburse her subsequent costs. What happened When Miss P bought her car from Lookers, she also bought a minor damage protection po... (2 pages)View decision -
Decision Reference DRN-6219255
12 Mar 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-6219255 The complaint Mr X complains that Phoenix Life Limited (“Phoenix”) caused delays in the transfer of his pension policies to another provider and that the transfer values were much lower than was fair. He thinks Phoenix haven’t been transparent in the way it has calculated th... (5 pages)View decision -
Decision Reference DRN-5834595
12 Mar 2026 LDF Finance No. 3 Limited Not upheldBanking and PaymentsDRN-5834595 The complaint Mr J and Miss S complain that LDF Finance No. 3 Limited (trading as White Oak) is unfairly holding them personally responsible for a loan taken out by their limited company, which I will refer to as J. (I am aware that Mr J, Miss S and J have made a number of ... (2 pages)View decision -
Decision Reference DRN-6221012
12 Mar 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6221012 The complaint Mr G complains that Marshmallow Insurance Limited unfairly declined his motor insurance claim and avoided his policy. What happened I previously issued a provisional decision on this case which was as follows: The circumstances of this case are known to both pa... (5 pages)View decision -
Decision Reference DRN-6220882
12 Mar 2026 Shire Leasing Plc Not upheldBanking and PaymentsDRN-6220882 The complaint Mr J and Miss S complain that Shire Leasing Plc is unfairly holding them personally responsible for a loan taken out by their limited company, which I will refer to as J. (I am aware that Mr J, Miss S and J have made a number of other complaints, but this deci... (2 pages)View decision -
Decision Reference DRN-5834825
12 Mar 2026 LDF Finance No. 3 Limited Not upheldBanking and PaymentsDRN-5834825 The complaint A company, which I will refer to as J, complains that LDF Finance No. 3 Limited (trading as White Oak) treated it unfairly in respect of a loan. Mr J and Miss S, J’s directors, represent it in this complaint. Briefly, they say that the loan should never have b... (3 pages)View decision -
Decision Reference DRN-6005687
12 Mar 2026 Black Horse Limited Not upheldConsumer CreditDRN-6005687 The complaint Mr T complains about a hire purchase agreement he had with Black Horse Limited trading as Land Rover Financial Services. What happened In March 2020, Mr T took out a hire purchase agreement with Black Horse to get a brand new car with a cash price of around £37... (3 pages)View decision