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-5949248
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5949248 The complaint Mr A complains Monzo Bank Ltd (“Monzo”) restricted and later closed his accounts and did so without explanation. Mr A is also unhappy that Monzo made unreasonable requests for documents, which he didn’t have, to verify his address. Mr A says Monzo’s actions hav... (2 pages)View decision -
Decision Reference DRN-5994061
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994061 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (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 ... (11 pages)View decision -
Decision Reference DRN-5820407
9 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5820407 The complaint Mr H has complained that Chubb European Group SE declined the claim he made after his mobile phone was stolen, because his premium payments weren’t up to date. What happened In summer 2024, Mr H bought a new phone and service plan. The phone provider also sold... (2 pages)View decision -
Decision Reference DRN-5598453
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5598453 The complaint Mr H complains that Santander UK Plc declined to reimburse him when he says he lost £50,000 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in... (6 pages)View decision -
Decision Reference DRN-5955298
9 Dec 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5955298 The complaint Mrs G is unhappy about the actions taken by Paragon Bank Plc when she wanted to transfer into a new Instant Access account (ISA) with another bank. She said she has also had some issues registering a Power of Attorney (POA) that her son has on her behalf. Mr G ... (3 pages)View decision -
Decision Reference DRN-5765291
9 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5765291 The complaint Mr O complains Barclays Bank UK PLC unfairly closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr O held an account with Barclays, and he was informed it would be c... (3 pages)View decision -
Decision Reference DRN-5892353
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892353 The complaint Mr S has complained that HSBC UK Bank PLC (“HSBC”) failed to explain when he would receive a voucher, that was part of a switching incentive scheme. Mr S is unhappy with how HSBC handled his query and his complaint. What happened Mr S contacted HSBC via its web... (2 pages)View decision -
Decision Reference DRN-5810200
9 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5810200 The complaint Mr G’s complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy, which was declined. Mr G says ARAG treated him unfairly. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-5971617
9 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5971617 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) caused significant delays and declined his claim, following flood damage at his home. What happened Mr M had home insurance with Admiral. In May 2024 he made a claim for flood damage followi... (4 pages)View decision -
Decision Reference DRN-5928166
9 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5928166 The complaint The complaint arises from a banking relationship Mr R used to hold with Bank of Scotland plc (BOS) under its trading name of Halifax. It’s one of two complaints he’s asked us to look at about a common series of events. The first complaint, which was referred ... (2 pages)View decision