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 383377 results
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Decision Reference DRN-5910533
18 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910533 The complaint Mr W complains that Monzo Bank Ltd declined his chargeback claim. What happened On 30 July 2025 Mr W booked a hotel stay via Booking.com and paid £298.70 using his Monzo debit card. When Mr W arrived at the hotel, he found it to be run down, outdated and didn’t... (3 pages)View decision -
Decision Reference DRN-5957599
18 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5957599 The complaint Mrs R’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (13 pages)View decision -
Decision Reference DRN-5660284
18 Nov 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5660284 The complaint Mr R complains that Phoenix Life Limited trading as Standard Life (Standard Life) delayed his pension transfer as it had incorrectly already paid out the benefits from that pension as a death benefit to another person with the same name and date of birth. Mr R ... (5 pages)View decision -
Decision Reference DRN-5778156
18 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5778156 The complaint Mr B complains about a van supplied to him using a conditional sale agreement taken out with Close Brothers Limited (“Close Brothers”). What happened In October 2023, Mr B acquired a used van using a conditional sale agreement with Close Brothers. The van was ... (4 pages)View decision -
Decision Reference DRN-5857851
18 Nov 2025 MSIG Europe SE Not upheldInsuranceDRN-5857851 The complaint Mr C complains about the decline of his marine insurance claim by MSIG Europe SE trading as MS Amlin Insurance SE (‘MSIG’). MSIG are the underwriters (insurers) of this policy. However, much of Mr C’s dissatisfaction relates to the actions of agents (intermedia... (5 pages)View decision -
Decision Reference DRN-5754300
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5754300 The complaint Miss W complains that HSBC UK Bank Plc irresponsibly lent to her. What happened Miss W was approved for a HSBC credit card in September 2019, with a £1,000 credit limit. The credit limit was increased a further four times, in November 2020 (£2,000), August 2021... (5 pages)View decision -
Decision Reference DRN-5932424
18 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5932424 The complaint Mr G is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services was both misrepresented to him and was of an unsatisfactory quality. What happened In October 2024, Mr G was supplied with ... (4 pages)View decision -
Decision Reference DRN-5886845
18 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5886845 The complaint Mr R complains Ageas Insurance Limited didn’t handle a claim against his motor insurance policy fairly. References to Ageas include the actions of its agents. What happened The details of this complaint are well-known to both parties, so I won’t repeat them he... (2 pages)View decision -
Decision Reference DRN-5821642
18 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5821642 The complaint Mr H complains Lowell Portfolio I Ltd are incorrectly recording a default against his credit report. What happened Mr H had an account with a company I’ll refer to as V. They defaulted the account on 30 September 2019. Mr H says when his account was sold to Low... (2 pages)View decision -
Decision Reference DRN-5951541
18 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5951541 The complaint Mrs P complains that National Westminster Bank Public Limited Company didn’t identify she was using her NatWest current account for gambling transactions. What happened Between June 2023 and February 2025, Mrs P used her current account to gamble. She’d devel... (2 pages)View decision
