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 391431 results
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Decision Reference DRN-5941938
4 Feb 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5941938 The complaint Mr M has complained about the quality of a car provided on finance by Toyota Financial Services (UK) PLC (“TFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ll briefly summarise them here. TFS supplied Mr M with a us... (4 pages)View decision -
Decision Reference DRN-6075382
4 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6075382 The complaint Mrs S complains Legal and General Assurance Society Limited (Legal and General) has declined the claim she made under an income protection insurance policy. Mrs S is being represented in this complaint by a family member, but for ease I’ve referred to Mrs S thr... (3 pages)View decision -
Decision Reference DRN-6047179
4 Feb 2026 Valour Finance Limited Not upheldConsumer CreditDRN-6047179 The complaint Miss K complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans without carrying out sufficient affordability checks. Had better checks been made Valour would’ve realised she was already in financial difficulties. What happened A ... (4 pages)View decision -
Decision Reference DRN-6083162
4 Feb 2026 One Insurance Limited UpheldInsuranceDRN-6083162 The complaint Miss F complains that One Insurance Limited put a claim she made under her car insurance policy on hold for carelessly misrepresenting her address. What happened Miss F took out a car insurance policy through an online website with One Insurance. In October 202... (4 pages)View decision -
Decision Reference DRN-5888799
4 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5888799 The complaint Mrs B and Mr S are unhappy that Nationwide Building Society (“Nationwide”) won’t refund them after they say they fell victim to a purchase scam. Mrs B made the payments from their joint account, and it was she who fell victim to the scam – so I have referred t... (5 pages)View decision -
Decision Reference DRN-5991983
4 Feb 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5991983 The complaint Mr O complains that Scottish Equitable Plc trading as Aegon (Aegon) unfairly failed to allow him to invest in a specified gold fund and a specified silver fund without a financial adviser. What happened Mr O has a Self-Invested Personal Pension (SIPP) with Aego... (7 pages)View decision -
Decision Reference DRN-5985210
4 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5985210 The complaint Miss B’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (13 pages)View decision -
Decision Reference DRN-5471104
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5471104 The complaint Mr S’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 him under Section 140A of the Consumer Credit... (8 pages)View decision -
Decision Reference DRN-6001410
4 Feb 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-6001410 The complaint Mr C complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr C was provided with a £15,000 loan by Monzo in August 2024. The loan term was 60 months, and Mr C was required to make 59 monthly repayments of £349 followed by a final... (3 pages)View decision -
Decision Reference DRN-6126367
4 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6126367 The complaint Mr A complains that Bank of Scotland plc, trading as Halifax, closed his account and reversed a refund of payments he said were made without his permission. What happened Mr A had a basic bank account with Halifax. Between 31 December 2024 and 8 January 2025, s... (2 pages)View decision