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 381082 results
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Decision Reference DRN-5580565
23 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5580565 The complaint Mrs L complains about the settlement received from Lloyds Bank General Insurance Limited (“Lloyds”) following a claim she made on her buildings insurance policy. What happened Mrs L has home insurance with Lloyds. In December 2021 Mrs L made a claim f... (3 pages)View decision -
Decision Reference DRN-5693285
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5693285 The complaint Mr A says Barclays Bank UK PLC, trading as Barclaycard, lent to him irresponsibly. He has said that he needed to use short term lending products to repay the card, and he fell into significant financial difficulties making the repayments. He thinks if Barclayca... (4 pages)View decision -
Decision Reference DRN-4958840
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4958840 The complaint Mr A complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. Mr A has a representative but for ease of reading I will mainly just refer to Mr A. What happened The details of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5583397
23 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5583397 The complaint Mr S has complained that Lloyds Bank PLC won’t refund him for transactions’ he says he didn’t make or authorise totalling just over £5,000. He is also unhappy that Lloyds closed his accounts. What happened Mr S had two accounts with Lloyds ending with account ... (6 pages)View decision -
Decision Reference DRN-5710530
23 Jul 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5710530 The complaint Mr P complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. L2G provided ... (6 pages)View decision -
Decision Reference DRN-5535051
23 Jul 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5535051 The complaint Mr H is unhappy that Zurich Assurance Ltd (‘Zurich’) – then Allied Dunbar Assurance Plc but I will refer to Zurich throughout for ease – gave him unsuitable advice to link his personal pension plan to a mortgage as the repayment vehicle. For simplicity, I’ll r... (5 pages)View decision -
Decision Reference DRN-5367376
23 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5367376 The complaint Ms B complains that Bank of Scotland plc trading as Halifax refund the full amount of money she lost to a scam. What happened Ms B saw an advertisement on social media for a job opportunity where she could work from home. She provided her details and shortly af... (4 pages)View decision -
Decision Reference DRN-5710102
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5710102 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5644616
23 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644616 The complaint A sole trader, who I’ll refer to as Mr C, complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) acted unfairly in putting his bounce back loan (“BBL”) into default and transferring it to external debt collection agents. What happened Mr C ... (3 pages)View decision -
Decision Reference DRN-5650052
23 Jul 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5650052 The complaint Mr W and Ms W had a mortgage account with The Royal Bank of Scotland Plc. They complain that the bank incorrectly reported their account as being in arrears to the credit reference agencies. What happened Mr W and Ms W had a mortgage account with RBS - known as... (2 pages)View decision
