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-5912831
24 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5912831 The complaint This complaint is made by a small business, which I’ll refer to hereafter as ‘H’. H is represented in bringing this complaint by an independent insurance broker. H says that Legal and General Assurance Society Limited (‘L&G with the ongoing operation of it... (6 pages)View decision -
Decision Reference DRN-5875225
24 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5875225 The complaint Mr P is unhappy with Clydesdale Bank Plc trading as Virgin Money. Mr P was moving to a new account with another bank “L”. He was doing this to take advantage of the switch incentive offer of £185. But not all of his direct debits switched over and so Mr P miss... (3 pages)View decision -
Decision Reference DRN-5715488
24 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5715488 The complaint Mr B is unhappy that Metro Bank PLC failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. Mr B is represented by a professional representative, but for ease I will just refer to Mr B... (2 pages)View decision -
Decision Reference DRN-5934165
24 Dec 2025 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-5934165 The complaint Mr S complains that an appointed representative of Quilter Financial Planning Solutions Limited gave him unsuitable advice to switch his personal pension to an Old Mutual Wealth Collective Retirement account. What happened Mr S was advised to transfer his Scott... (5 pages)View decision -
Decision Reference DRN-4596430
24 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4596430 The complaint Mr M’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-6027250
24 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6027250 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (4 pages)View decision -
Decision Reference DRN-5940232
24 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5940232 The complaint Mr G complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5943960
24 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5943960 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5846650
24 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5846650 The complaint Mr M complained about delays in esure Insurance Limited’s (“esure”) handling of his claim and the impact this has had on him, under his motor insurance policy. What happened Mr M was involved in a collision when driving in October 2024. He said the third party ... (3 pages)View decision -
Decision Reference DRN-6045610
24 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6045610 The complaint Miss R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1... (11 pages)View decision