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-6004393
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6004393 The complaint Ms A and Mr 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) l... (3 pages)View decision -
Decision Reference DRN-5901114
9 Dec 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5901114 The complaint Mr A has complained about how Marks & Spencer Financial Services Plc trading as M&S Bank (M&S Bank) handled his request for a refund for two separate transactions. What happened In September 2024, Mr A made two payments to a travel agent, I’ll call ... (4 pages)View decision -
Decision Reference DRN-5985670
9 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5985670 The complaint T, a limited company, complains Experian Limited isn’t reporting all accounts the business hold on its credit file. T also says, Experian is reporting information about a cancelled account, when it shouldn’t be. T is represented in bringing this complaint by it... (3 pages)View decision -
Decision Reference DRN-5941020
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5941020 The complaint Mr V’s complaint is, in essence, Mitsubishi HC Capital UK PLC trading as Novuna Personal 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 (as a... (15 pages)View decision -
Decision Reference DRN-5910085
9 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5910085 The complaint Mr and Mrs R are unhappy that Legal and General Assurance Society Limited have declined a claim they made on a life and critical illness policy. What happened Mr and Mrs R have a joint life and critical illness policy with Legal and General. Mr R claimed on the... (3 pages)View decision -
Decision Reference DRN-5892211
9 Dec 2025 Canada Life Limited Not upheldInsuranceDRN-5892211 The complaint Mr R is unhappy that Canada Life Limited (Canada Life) declined his income protection claim. What happened Mr R had a group income protection policy and Canada Life was the underwriter. He became absent from work first in August 2024. His GP signed him off work... (3 pages)View decision -
Decision Reference DRN-5966953
9 Dec 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5966953 The complaint Mr N complains that Leeds Building Society (‘LBS’) won’t refund money he says was lost as the result of a scam. What happened In 2019, Mr N found an investment online offered by a company I’ll refer to as S. The investment involved S purchasing and developing ... (3 pages)View decision -
Decision Reference DRN-5815757
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5815757 The complaint Miss S complains that National Westminster Bank PLC (NatWest) placed restrictions on her account and wants compensation for the funds she repaid to people she had to borrow from. What happened Miss S said her online account was disabled and she had to wait a w... (3 pages)View decision -
Decision Reference DRN-6005537
9 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-6005537 The complaint Mr T complains TSB Bank Plc trading as TSB didn’t process his Subject Access Request (SAR) when they should have. What happened Mr T raised a SAR on 16 October 2024. This was automatically acknowledged by TSB the same day. But, TSB didn’t provide the SAR or res... (3 pages)View decision -
Decision Reference DRN-5963774
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5963774 The complaint Mr R complains Monzo Bank Ltd won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 1 March 2025, Mr R reported several transactions, totalling £590, made from his account to Monzo as fraudulent. The transa... (2 pages)View decision