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-5864110
29 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5864110 The complaint Miss K complains that Santander UK Plc provided her with poor service when she wanted to withdraw a large sum of cash from her account. She says that an arrangement she made the week before wasn’t replicated leading to considerable stress for her. What happened... (2 pages)View decision -
Decision Reference DRN-6046392
29 Dec 2025 The Baxendale Company dac UpheldInsuranceDRN-6046392 The complaint The estate of Mrs C complains that The Baxendale Company dac (Baxendale) haven’t settled its claim under the storage insurance policy. The estate is being represented with this complaint by Mr C (one of the late Mrs C’s sons). I will refer to all actions and c... (3 pages)View decision -
Decision Reference DRN-6020692
29 Dec 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-6020692 The complaint Mr P complains that Creation Consumer Finance Ltd (Creation) acted irresponsibly by agreeing to lend to him. What happened Around March 2023 Mr P entered into a Fixed Sum loan agreement with Creation for £15,000. He said the purpose of the loan was for home i... (4 pages)View decision -
Decision Reference DRN-5682498
29 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682498 The complaint Mr R complains that Barclays Bank UK PLC (“Barclays”) won’t refund £1,501 which he says he lost to an insurance scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summ... (4 pages)View decision -
Decision Reference DRN-6046390
29 Dec 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-6046390 The complaint Mrs M complains that Frasers Group Financial Services Limited trading as Studio (Frasers) acted irresponsibly by lending to her. In bringing her complaint Mrs M is represented by a third party. For ease of reading I will only refer to Mrs M in my decision. What... (5 pages)View decision -
Decision Reference DRN-5819806
29 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819806 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (“Halifax”) did not reimburse the funds she says she lost to a scam. What happened Miss S was looking for an investment opportunity when she found an investment with a company I will refer to as “B”.... (4 pages)View decision -
Decision Reference DRN-6039690
29 Dec 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-6039690 The complaint A limited company, which I will call B, has complained that Arthur J. Gallagher Insurance Brokers Limited mis-sold its commercial combined insurance policy and a commercial legal expenses insurance policy. Mr F, as director of B, has brought the complaint on it... (5 pages)View decision -
Decision Reference DRN-5706198
29 Dec 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5706198 The complaint Mr J complains Computershare Investor Services Plc (‘CIS’) sold, without his instruction, shares held through an employee share ownership scheme (‘the scheme’). What happened Mr J was employed by a company I’ll refer to as ‘D’. While employed for D, Mr J took ... (7 pages)View decision -
Decision Reference DRN-5816880
28 Dec 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5816880 The complaint Mr S complains about the service he received from Madison CF UK Limited trading as 118 118 Money when his credit card account was compromised. What happened Mr S had a credit card account with 118118 Money. On 9 June 2024, he discovered that the account had be... (3 pages)View decision -
Decision Reference DRN-6046371
28 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6046371 The complaint The estate of the late Mrs C’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 Mrs C under Section... (11 pages)View decision