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 388057 results
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Decision Reference DRN-5834344
10 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5834344 The complaint Ms A has complained that Chubb European Group SE unreasonably refused to repair her new mobile phone and instead provided her with a refurbished mobile phone. She also complained that Chubb appeared to know her password with her network provider. What happened... (4 pages)View decision -
Decision Reference DRN-5970915
10 Dec 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5970915 The complaint Ms B complains that Scottish Widows Limited has failed to add pension savings that have been transferred from an occupational pension scheme to a pension plan she held with the firm. What happened Ms B held pension savings with Scottish Widows. Those pension sa... (3 pages)View decision -
Decision Reference DRN-5959333
10 Dec 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5959333 The complaint Miss H complains about adverse information she believes has been added to her credit file by Alphabet (GB) Ltd (“Alphabet”) in relation to a hire agreement she took out with them. What happened Miss H acquired a car using a hire agreement with Alphabet. Miss H... (3 pages)View decision -
Decision Reference DRN-5331542
10 Dec 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5331542 The complaint A partnership, which I’ll refer to as H, complains that U.S. Bank Europe DAC (trading as Elavon Merchant Services) unfairly held it liable for chargebacks. What happened In January 2024 H had a merchant services account with Elavon, which meant that Elavon pro... (3 pages)View decision -
Decision Reference DRN-4979149
10 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4979149 Complaint Mr F complains that Volkswagen Financial Services (UK) Limited (trading as “Skoda Finance”) failed to act fairly and reasonably towards him when entering into a hire-purchase agreement with him. He’s said that that Skoda Finance failed to disclose the commission t... (2 pages)View decision -
Decision Reference DRN-5856662
10 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5856662 The complaint Ms M says Close Brothers Limited sent a letter to the wrong address. The letter was about a refund. It went to her brother, and she does not get on well with him. She was worried he might use the information in the letter. What happened Close Brothers said sorr... (1 page)View decision -
Decision Reference DRN-5837484
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5837484 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’), (2) deciding a... (11 pages)View decision -
Decision Reference DRN-5896257
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5896257 The complaint Mr H complains about the poor service provided by Bank of Scotland Plc (BoS) when he called to arrange a payment from his current account. What happened Mr H had an account with BoS. He called up as he wanted to make a payment to his daughter. He waited 15 minu... (2 pages)View decision -
Decision Reference DRN-5988152
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5988152 The complaint Mr M complained about Monzo Bank Ltd (Monzo) after it blocked a payment he attempted and restricted his account. Mr M would like compensation for time spent dealing with this matter and for Monzo to review the ongoing block on payments to this merchant. He als... (3 pages)View decision -
Decision Reference DRN-5640622
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5640622 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) acted irresponsibly when it increased her overdraft limit to £2,000 in April 2021. What happened Miss W has held a Nationwide current account for a number of years and in 2019 was granted an init... (4 pages)View decision