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-5699847
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5699847 The complaint Mr S complains HSBC UK Bank Plc trading as first direct unfairly closed his accounts immediately. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held multiple accounts with HSB... (3 pages)View decision -
Decision Reference DRN-5890936
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5890936 The complaint Mr P complains that HSBC UK Bank Plc won’t refund money he says he lost to an investment scam. Mr P is professionally represented, however, to keep things simple, I’ll refer to Mr P throughout my decision. What happened As all parties are familiar with the fact... (3 pages)View decision -
Decision Reference DRN-5941278
23 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5941278 The complaint Miss P is complaining about the amount Advantage Insurance Company Limited has paid to settle a claim she made against her car insurance policy. She’s also unhappy with the way it’s handled her claim. What happened In May 2025 Miss P’s car was hit by a third p... (4 pages)View decision -
Decision Reference DRN-5912954
23 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5912954 The complaint Mr and Mrs K are unhappy AmTrust Specialty Limited declined a claim they made under a legal expenses insurance policy. What happened What follows only provides a brief description of the circumstances that led to the complaint. Mr and Mrs K were in dispute with... (2 pages)View decision -
Decision Reference DRN-5766901
23 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5766901 The complaint Mr P is unhappy The Co-operative Bank PLC (“the Co-op”) refuses to refund him following an ATM dispute. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, Mr P says he withdrew £10 from an ... (2 pages)View decision -
Decision Reference DRN-5582409
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5582409 The complaint Mr S and Mrs S complain HSBC UK Bank Plc trading as first direct unfairly closed their account immediately. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S and Mrs S held a join... (3 pages)View decision -
Decision Reference DRN-5892980
23 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5892980 The complaint Mr and Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (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)... (11 pages)View decision -
Decision Reference DRN-6039497
23 Dec 2025 Sanderson Drake Limited UpheldClaims ManagementDRN-6039497 The complaint Mr J complains about Sanderson Drake Limited (“SDL”) and their handling of a claim for irresponsible lending they pursued on his behalf. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronolo... (5 pages)View decision -
Decision Reference DRN-6042752
23 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6042752 The complaint Ms M and Mr M complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Ms M and Mr M ... (11 pages)View decision -
Decision Reference DRN-6042308
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6042308 The complaint Mr H has complained about changes Santander UK Plc want to make to his business bank account. Mr H has been represented in this complaint, but for ease I will refer to him throughout. What happened Mr H opened a business bank account with a bank that is now par... (5 pages)View decision