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 386975 results
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Decision Reference DRN-6026223
30 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-6026223 The complaint Miss S has complained about the way her motor insurer, Advantage Insurance Company Limited (‘Advantage’), dealt with a claim she made on her policy. What happened In October 2024, Miss S’s car was damaged while parked outside her house. She made a claim on her... (5 pages)View decision -
Decision Reference DRN-5947838
30 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5947838 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited failed to take into account new information he provided to it after it had cancelled his motor insurance policy. What happened Mr M’s car was stolen in 2023. Admiral declined the claim he made at the ti... (2 pages)View decision -
Decision Reference DRN-5951301
30 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5951301 The complaint Mr D’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 Cred... (11 pages)View decision -
Decision Reference DRN-5785109
30 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5785109 The complaint Mr E complains that Bank of Scotland plc delayed a credit to his account leading to severe financial hardship. What happened Mr E receives monthly credits from an online organisation which I’ll refer to as G. These payments are in respect of earned income. Mr E... (2 pages)View decision -
Decision Reference DRN-6041089
30 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6041089 The complaint M, a company, complains about the service received from HSBC UK Bank Plc in relation to several disputed payments. Mr W, who is a director of M, brings the complaint on M’s behalf. What happened In summary, Mr W complained that: • He raised a dispute about sev... (2 pages)View decision -
Decision Reference DRN-5803846
30 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5803846 The complaint Mr M complains that Santander UK Plc allowed him to carry on gambling despite being aware that he had a problem with gambling. He feels Santander failed its regulatory obligations and in its duty of care. What happened Mr M used his Santander account to gamble ... (3 pages)View decision -
Decision Reference DRN-6030877
30 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6030877 The complaint Mr B complains that Lloyds Bank PLC blocked his debit card, preventing him from making a cash machine withdrawal. Mr B explains this left him without the cash he needed for a taxi, resulting in him having to walk late at night. What happened Mr B tried to withd... (3 pages)View decision -
Decision Reference DRN-5901783
30 Dec 2025 Countrywide Assured Plc Not upheldInvestmentsDRN-5901783 The complaint Mr B and Mrs S, as trustees of a Discretionary Loan Trust (‘DLT’), complain that Countrywide Assured Plc mishandled the original trust deed by failing to ensure its safe delivery and refused to provide a certified true copy, leaving them concerned about legal a... (6 pages)View decision -
Decision Reference DRN-6048452
30 Dec 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-6048452 The complaint Mr F has complained about the advice he received from Quilter Financial Services Limited (‘Quilter’) to switch two personal pensions to a pension provided by Quilter Wealth. He’s also complained that he didn’t receive an annual review which he’d paid for. What... (5 pages)View decision -
Decision Reference DRN-5978688
30 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5978688 The complaint Mrs S’s and Mr S’s complaint is, in essence, that Shawbrook Bank Ltd (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) (the ‘CCA’) and (2)... (10 pages)View decision