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-5786367
23 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5786367 The complaint Ms N is complaining that Lloyds Bank PLC hasn’t agreed to refund payments that she says were made to an investment scam. The complaint is brought on her behalf by a professional representative. What happened Ms N says that in 2020 she fell victim to an investm... (3 pages)View decision -
Decision Reference DRN-6042122
23 Dec 2025 Skipton Building Society Not upheldInvestmentsDRN-6042122 The complaint Mr N complains that Skipton Building Society (Skipton) gave him unsuitable investment advice. His complaint has been brought on his behalf by his representative. What happened Mr N first met Skipton, which he had existing arrangements with, to discuss his inv... (7 pages)View decision -
Decision Reference DRN-6004598
23 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6004598 The complaint Mrs S made a series of complaints about NewDay Ltd. It related to irresponsible lending of a credit card approved in 1982 plus a number of credit limit increases. The complaint was also about a PayDown Plan in 2021 and the card suspension in May 2025. What happ... (2 pages)View decision -
Decision Reference DRN-6031644
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6031644 The complaint Mr F complains about the way Santander UK Plc (‘Santander’ or the ‘bank’) handled his request for a refund. What happened Both parties are familiar with the background to this complaint so what follows is a summary. Mr F made a booking for an accommodation for... (2 pages)View decision -
Decision Reference DRN-5992423
23 Dec 2025 Klarna Financial Services UK Limited Not upheldConsumer CreditDRN-5992423 The complaint Mr B complains that Klarna Financial Services UK Limited (‘KF’) unfairly declined his claim for a refund. What happened This complaint concerns a claim Mr B made against KF for misrepresentation and/or breach of contract for an order he made for a laptop and ea... (2 pages)View decision -
Decision Reference DRN-6041928
22 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6041928 The complaint Mr and Mrs C 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. Mr and Mrs C ar... (13 pages)View decision -
Decision Reference DRN-6021231
22 Dec 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-6021231 The complaint Mr M and Mrs W complain that EBS Pensions Limited trading as Embark Pensions (Embark) have maladministered their Self Invested Personal Pension Plans (SIPP) by incorrectly allocating the ownership of a property investment between them. They want the problem res... (5 pages)View decision -
Decision Reference DRN-5972504
22 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5972504 The complaint Mr H has complained that U K Insurance Limited (“UKI”) unfairly changed the date of his direct debit without his consent, placed an unfair marker on his credit file and caused him severe anxiety. What happened Mr H is a vulnerable customer who has certain diagn... (3 pages)View decision -
Decision Reference DRN-6038827
22 Dec 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6038827 The complaint Mr and Mrs W complain about how a claim has been handled by Great Lakes Insurance Limited (GL) on their buildings insurance policy. In particular, they’re unhappy with damage to their windows not being covered and delays during the claim. Throughout the claim p... (4 pages)View decision -
Decision Reference DRN-6038879
22 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-6038879 The complaint Mr D has complained that esure Insurance Limited (esure) unfairly declined a claim under his home insurance policy. References to esure include companies acting on its behalf. What happened Mr D made a claim for storm damage to balustrades at his property. es... (3 pages)View decision