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-6294580
20 Apr 2026 NewDay Ltd Not upheldConsumer CreditDRN-6294580 The complaint Ms H complains about NewDay Ltd (“NewDay”) as she says she was offered a credit limit increase on her account she held with them rather than a zero percent instalment plan on a purchase she made. What happened Ms H held an account with NewDay Ltd and she made ... (2 pages)View decision -
Decision Reference DRN-6227578
20 Apr 2026 Bank of Scotland Plc UpheldMortgagesDRN-6227578 The complaint Mr and Mrs O complain that when they asked Bank of Scotland plc trading as Halifax for help with their mortgage, it advised them to take up a nil payment plan. Mr and Mrs O now think this is the worst thing they could have done, and they wanted their credit fil... (5 pages)View decision -
Decision Reference DRN-6213799
20 Apr 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6213799 The complaint Mr E complained that Tesco Underwriting Limited mismanaged his no claims discount (NCD) on his motor insurance policy. What happened Mr E said that Tesco failed to recognise his correct NCD and wouldn’t confirm it to his new insurer, and so his new insurer inc... (2 pages)View decision -
Decision Reference DRN-6229358
20 Apr 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-6229358 The complaint Everyday Lending Limited, trading as Evlo, provided Ms G with a loan of £8,500 in 2023. It was repayable over five years, with monthly repayments of £315. Ms G says the loan was provided irresponsibly. What happened The details of this complaint are well-know... (2 pages)View decision -
Decision Reference DRN-6249360
20 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6249360 The complaint Mrs J’s son Mr C is unhappy with Lloyds Bank PLC. Mr C holds a Lasting Power of Attorney (LPA) for Mrs J. But he found that Lloyds had removed Mrs J’s online access to the account. Throughout the decision I’m referring to Mr C who brought the complaint, on beha... (3 pages)View decision -
Decision Reference DRN-6171268
20 Apr 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6171268 The complaint Mrs K complains that the car she acquired through MotoNovo Finance Limited wasn’t of satisfactory quality. She wants MotoNovo to accept rejection of the car and to have her finance agreement cancelled. What happened Mrs K entered into a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-6278482
20 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6278482 The complaint Mr O complains that J.P. Morgan Europe Limited trading as Chase didn’t do enough to recover duplicated payments made from his account. He further complains the duplication of payments was because of a J.P. Morgan Europe Limited trading as Chase system error. Wh... (3 pages)View decision -
Decision Reference DRN-6180102
20 Apr 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6180102 The complaint Mr D is unhappy with Zurich Assurance Limited’s decision to terminate his claim and cancel his cover. What happened Mr D had income protection cover with Zurich through his employer. In 2015, Mr D was diagnosed and treated for a pancreatic tumour. He was left s... (5 pages)View decision -
Decision Reference DRN-6282005
20 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6282005 The complaint Mr S complains that Barclays Bank UK Plc unfairly refuses to refund him money he lost in an investment scam. Mr S is being represented professionally, but for ease of reading I’ll just refer to Mr S. What happened The circumstances surrounding this complaint ar... (4 pages)View decision -
Decision Reference DRN-6267289
20 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6267289 The complaint Mr A complains Revolut Ltd unfairly recorded a marker against him at Cifas, a national fraud database. He wants the marker removed. What happened Mr A held an account with Revolut. Mr A has explained that he used his Revolut account to receive payments for ite... (4 pages)View decision