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 384133 results
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Decision Reference DRN-5511484
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5511484 The complaint Mr B complains that Bank of Scotland plc, trading as Halifax he says he made and lost to a scam. A representative I will call “C” complains on behalf of Mr B. What happened The background to this complaint is well-known to both parties, so I won’t repeat it i... (3 pages)View decision -
Decision Reference DRN-5924118
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5924118 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5987603
1 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5987603 The complaint Mr and Mrs J are unhappy with how AXA Insurance UK Plc (AXA) handled repairs to their car. They complain that AXA provided poor service and caused significant delays which resulted in substantial losses. What happened Mrs J was involved in an accident in Septem... (3 pages)View decision -
Decision Reference DRN-5977009
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5977009 The complaint This complaint is about a mortgage Mr and Mrs P hold with National Westminster Bank Plc (NatWest). They have what is known as an offset mortgage; that is, one where money held in a linked savings account is offset against the mortgage balance for the purposes o... (4 pages)View decision -
Decision Reference DRN-5987499
1 Dec 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5987499 The complaint Mr M has complained about the service he received from his European roadside assistance insurer, Acromas Insurance Company Limited (“Acromas”). All references to Acromas include its agents. What happened I issued a provisional decision regarding this complain... (4 pages)View decision -
Decision Reference DRN-5827698
1 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5827698 The complaint Mr A complains that Starling Bank Limited won’t refund the money he lost when he was overcharged by a merchant abroad. What happened The circumstances that led to this complaint are well known to the parties, so I won’t repeat them in detail here. In summary: ... (5 pages)View decision -
Decision Reference DRN-5710683
1 Dec 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5710683 The complaint Mr G complains that Tradex Insurance Company PLC trading as Tradex Insurance Company Limited has unfairly settled his motor insurance claim. What happened The circumstances of this case are well known to both parties, but in summary, Mr G’s vehicle was stolen i... (3 pages)View decision -
Decision Reference DRN-5892523
1 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5892523 The complaint Mr R1, Mr R2 and Mrs R complain because Red Sands Insurance Company (Europe) Limited declined claims for emergency medical expenses and curtailment under their travel insurance policy. All references to Red Sands include the agents appointed to administer claim... (4 pages)View decision -
Decision Reference DRN-5723035
1 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5723035 The complaint Mr and Mrs C complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs C had been looking for investment opportunities online when they heard about a company I will refer to as “B”. I... (6 pages)View decision -
Decision Reference DRN-5885840
1 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5885840 The complaint Mr H complained about the way MBNA Limited dealt with a claim for money back after a flight he purchased using his credit card, was cancelled. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But in... (4 pages)View decision
