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 387322 results
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Decision Reference DRN-5772824
5 Jan 2026 One Call Insurance Services Limited Not upheldInsuranceDRN-5772824 The complaint Ms L and Mr R are unhappy that their home insurance policy with One Call Insurance Services Limited (One Call) didn’t automatically renew. They’re also unhappy with how the renewal was handled. What happened In 2018, Ms L and Mr R took out a home insurance poli... (3 pages)View decision -
Decision Reference DRN-5625133
5 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5625133 The complaint Mr O complains that Metro Bank PLC won’t refund disputed transactions made from his account. What happened Mr O has an account with Metro. In September 2024 he reported unauthorised transactions totalling just over £2,200 carried out from his account. Metro exp... (2 pages)View decision -
Decision Reference DRN-5910838
5 Jan 2026 Saga Services Limited Not upheldInsuranceDRN-5910838 The complaint Mrs T and the estate of Mr T complain Saga Services Limited (Saga) mis-sold them a travel insurance policy. Mrs T and the estate of Mr T are being represented in this complaint by a family member, Ms J. What happened The circumstances of this complaint will be ... (3 pages)View decision -
Decision Reference DRN-5810099
5 Jan 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5810099 The complaint This complaint’s about a buy-to-let (BTL) mortgage that Mr B used to hold with Bank of Ireland (UK) Plc (BOI). Mr B complains that the mortgaged property was over-valued when he took the mortgage out in 2004. What happened The broad circumstances of this compl... (2 pages)View decision -
Decision Reference DRN-5921626
5 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921626 The complaint Miss G complains Shawbrook Bank Limited (Shawbrook) failed to carry out thorough enough affordability checks before it approved a loan for her. What happened Miss G says Shawbrook approved a loan for her in July 2020 for £12,000 over five years for debt consoli... (3 pages)View decision -
Decision Reference DRN-6040677
5 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040677 The complaint Ms C complains that HSBC UK Bank Plc won’t fully refund the money she lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. Ms C says that she was... (5 pages)View decision -
Decision Reference DRN-5912415
5 Jan 2026 One Insurance Limited UpheldInsuranceDRN-5912415 The complaint Mr B complains about the settlement that One Insurance Limited offered him following the total loss of his car. He wants it to pay him a fair settlement. What happened Mr B’s car was damaged and declared to be a total loss. One Insurance offered Mr B £3,480 le... (2 pages)View decision -
Decision Reference DRN-5974672
5 Jan 2026 Scout Insurance Services Limited Not upheldInsuranceDRN-5974672 The complaint A charity, which I will refer to as B throughout this decision, has complained about the service provided by its insurance broker Scout Insurance Services Limited trading as Unity Insurance Services. Mr R, as a trustee of B, has brought the complaint on its beh... (3 pages)View decision -
Decision Reference DRN-6018836
5 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6018836 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to prevent her from transferring funds from her ISA into a fixed rate e-bond account. What happened Mrs W held a cash ISA with Virgin Money for a number of years. She explained sh... (3 pages)View decision -
Decision Reference DRN-5846354
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5846354 The complaint Mr J has complained that Bank of Scotland plc put in place a £20 overdraft buffer, despite his request for this to be removed. He feels this has hampered his ability to effectively manage his account. What happened Mr J has a current account with Bank of Scotla... (2 pages)View decision