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 392389 results
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Decision Reference DRN-5782529
19 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5782529 The complaint Mr A complains Everyday Lending Limited trading as Everyday Loans (Everyday) failed to conduct thorough enough financial checks before it approved a loan for him. What happened Mr A says Everyday approved a loan for him in January 2024 for £6,000 over five year... (3 pages)View decision -
Decision Reference DRN-5779344
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5779344 The complaint Mr K complains that Bank of Scotland plc trading as Halifax won’t reimburse funds he says he lost to a scam. What happened On 18 September 2024 Mr K paid £45 through a money transfer service (I’ll refer to them as P) to purchase an item, but he didn’t receive i... (3 pages)View decision -
Decision Reference DRN-5713331
19 Nov 2025 Lowell Portfolio I Limited Not upheldConsumer CreditThe complaint •Mr A complains that Lowell Portfolio I Ltd (Lowell) didn’t treat him fairly when he raised allegations of fraud on an account, they were pursuing him for. What happened •Mr A had an account with a business I’ll call P, as he was unable keep up with the repayments it was sold... (3 pages)View decision -
Decision Reference DRN-5930868
19 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5930868 The complaint Mr P complains that American Express Services Europe Limited (Amex) irresponsibly lent to him. What happened Mr P was approved for an Amex in October 2018, with a £9,000 credit limit. The credit limit was increased to £13,000 in April 2019. Amex had reduced the... (3 pages)View decision -
Decision Reference DRN-5802847
19 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5802847 The complaint Mr J has complained about the increase at renewal to his car insurance premium and that his No Claims Discount (NCD) has been reduced following an incident. What happened Mr J bought a car insurance policy through a broker in May 2024. In December 2024 he rever... (2 pages)View decision -
Decision Reference DRN-5905707
19 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5905707 The complaint Mr S complains that Wise Payments Limited, trading as Wise, unfairly closed his account and withheld access to his funds. What happened Earlier this year, Wise decided to terminate its relationship with Mr S. The firm withheld access to the balance that remaine... (2 pages)View decision -
Decision Reference DRN-5954168
19 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5954168 The complaint Mr W complained that Red Sands Insurance Company (Europe) Limited (RS) declined a claim on his motor warranty. What happened Mr W took out a motor warranty with RS in mid-January 2025. In late-March 2025, the oil light on Mr W’s car came on. He stopped driving ... (4 pages)View decision -
Decision Reference DRN-5870006
19 Nov 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5870006 The complaint Mr S complains that Lloyds Bank PLC didn’t tell him that it would recalculate his contractual monthly payments (CMP) if he makes overpayments. He says he’d have made different decisions – such as a different mortgage term or interest rate product – if he’d know... (4 pages)View decision -
Decision Reference DRN-5713418
19 Nov 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5713418 The complaint Mrs L has complained about the advice she received from Quilter Financial Services Limited (‘Quilter’) in respect of her late husband’s pension, which was converted into a dependant’s flexi-access drawdown plan. Mrs L also complains about the ongoing advice ser... (4 pages)View decision -
Decision Reference DRN-5960021
19 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5960021 The complaint Mr C complains about how Covea Insurance plc handled a claim on his motor insurance following an accident. Mr C’s policy was sold and is administered by a third-party intermediary on Covea’s behalf. However, Covea is the policy underwriter so his complaint is a... (5 pages)View decision