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-5794135
10 Dec 2025 Forsakringsaktiebolaget Agria (publ) Not upheldInsuranceDRN-5794135 The complaint Mr P complains about the way Forsakringsaktiebolaget Agria (publ) dealt with two claims on his pet insurance policy. What happened Mr P took out a lifetime insurance policy for his dog in December 2023. The policy was underwritten by Agria. He later cancelled t... (3 pages)View decision -
Decision Reference DRN-6010026
10 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6010026 The complaint Mr and Mrs D’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)... (16 pages)View decision -
Decision Reference DRN-5684923
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5684923 The complaint Mrs D complains that HSBC UK Bank Plc will not reimburse funds she lost to a scam. Mrs D is represented by a firm, but for ease I have only referred to Mrs D in this decision. What happened The background to this complaint is well known to both parties so I won... (2 pages)View decision -
Decision Reference DRN-6010066
10 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6010066 The complaint Miss G has complained about the way Monzo Bank Ltd dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise here. M... (5 pages)View decision -
Decision Reference DRN-6010057
10 Dec 2025 Coutts & Company UpheldInvestmentsDRN-6010057 The complaint Ms C has complained about the investment advice she received from Coutts & Company, trading as Coutts (‘Coutts’). Ms C would like compensation as she says she and her family will be significantly worse off because of the advice. Ms C is represented in brin... (18 pages)View decision -
Decision Reference DRN-5903228
10 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5903228 The complaint Mr M complains about the service he received from Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) when transferring his ISA out of it to another provider. In particular, Mr M is unhappy that Virgin Money failed to send to his new provider the full ... (3 pages)View decision -
Decision Reference DRN-5703070
10 Dec 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5703070 The complaint V, a limited company, complains that Great Lakes Insurance UK Limited (‘Great Lakes’) unfairly declined a claim it made under its property insurance policy. Mr H, a director of V, brings the complaint on V’s behalf. V is also professionally represented in this... (3 pages)View decision -
Decision Reference DRN-5961930
10 Dec 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5961930 The complaint Ms E complains eBay Commerce UK Ltd (Commerce) is not releasing her money. What happened Ms E was selling on eBay marketplace (marketplace) and it sent her a message to say it needed her to send it receipts or invoices for the items she was selling. Ms E exp... (3 pages)View decision -
Decision Reference DRN-5952617
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5952617 The complaint Miss C and Mr H complain following National Westminster Bank Public Limited Company (NatWest) changing the provider of the travel insurance policy provided as a benefit to their packaged bank account. This complaint has been brought by both Miss C and Miss H, b... (3 pages)View decision -
Decision Reference DRN-6004076
10 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6004076 The complaint Mr S complains that Allianz Insurance Plc, trading as Allianz Musical Insurance, declined a claim he made on his musical instrument insurance policy. Reference to Allianz includes its agents and representatives. What happened The circumstances of this complai... (3 pages)View decision