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-6160206
21 Apr 2026 PPA Wealth Ltd UpheldPensions and AnnuitiesDRN-6160206 The complaint Ms B complains that PPA Wealth Ltd failed to provide her with the ongoing reviews of her pension that it ought to have done. What happened The background to this complaint is well known to both sides, so I’ll keep my summary of events brief. Ms B approached PPA... (6 pages)View decision -
Decision Reference DRN-6306599
21 Apr 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-6306599 The complaint Miss R has complained about how Lloyds Bank General Insurance Limited handled a claim she made on her home insurance policy. What happened In November 2024, Miss R’s boiler leaked and water came through her kitchen ceiling spotlights from the bathroom above. S... (5 pages)View decision -
Decision Reference DRN-6296132
21 Apr 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-6296132 The complaint Ms Z complains that Loans 2 Go Limited (Loans 2 Go) irresponsibly entered into several fixed sum loan agreements with her. What happened Around November 2021, Ms Z applied for a loan with Loans 2 Go. She was given a loan for £250. The total repayable, includin... (4 pages)View decision -
Decision Reference DRN-6190936
21 Apr 2026 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-6190936 The complaint Mr V has complained about information he was given by AJ Bell Management Limited (‘AJ Bell’) about his tax free cash (‘TFC’) entitlement. He says AJ Bell failed to explain that there was a cap on the amount he could take at that time. As a result he says he dis... (5 pages)View decision -
Decision Reference DRN-6232016
21 Apr 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6232016 The complaint Mr N complains that Lloyds Bank PLC lent irresponsibly when it approved his loan application. What happened On 15 October 2022 Mr N applied for a loan of £2,100 with Lloyds. In his application, Mr N said he was employed and gave a net monthly income of £2,108.... (3 pages)View decision -
Decision Reference DRN-6182683
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6182683 The complaint Mr M has complained about the way Lloyds Bank PLC dealt with a claim for money back in relation to a purchase he made using his credit card. What happened The circumstances surrounding the complaint are well known to the parties so I won’t go over everything a... (4 pages)View decision -
Decision Reference DRN-6223726
21 Apr 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-6223726 The complaint Mr W complains that Shop Direct Finance Company Limited (“SDFC”) irresponsibly lent to him. What happened In May 2025 Mr W applied for an account with SDFC. He previously had an account with them that was closed in 2021. The application in 2025 was approved wit... (2 pages)View decision -
Decision Reference DRN-4800263
21 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4800263 The complaint The Complaint Mrs C and Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (7 pages)View decision -
Decision Reference DRN-6223723
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6223723 The complaint Mr E complains that National Westminster Bank Public Limited Company lent irresponsibly when it approved a loan application. What happened Mr E had an existing loan with NatWest when he applied to refinance it and consolidate other debt into a new loan in July... (3 pages)View decision -
Decision Reference DRN-6209556
21 Apr 2026 Fairscore Ltd UpheldConsumer CreditDRN-6209556 The complaint Miss M complains that Fairscore Ltd trading as Updraft (Fairscore) acted unfairly by agreeing to lend to her. What happened Miss M entered into several Fixed Sum loan agreements with Fairscore as detailed below: Date Loan (£) Purpose Total Repayable (£) Period ... (5 pages)View decision