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-5936792
5 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5936792 The complaint Mr D complains that esure Insurance Limited (EIL) unfairly handled a claim under his motor insurance policy, and subsequently sold his vehicle without his consent. What happened The circumstances of this case are well known to both parties, but in summary, Mr D... (3 pages)View decision -
Decision Reference DRN-5666988
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5666988 The complaint Mrs W complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happened The background of... (5 pages)View decision -
Decision Reference DRN-6001307
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001307 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (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 amen... (12 pages)View decision -
Decision Reference DRN-5913171
5 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5913171 The complaint Mr Z complains about the way that Inter Partner Assistance SA (IPA) handled a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I t... (4 pages)View decision -
Decision Reference DRN-5824193
5 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5824193 Th complaint ant background Mrs F complains The Royal Bank of Scotland Plc (RBS) won’t reimburse the over £16,000 she lost when she fell victim to a job scam. Mrs F was contacted out of the blue by scammers offering her a remote job where she had to complete a series of tas... (2 pages)View decision -
Decision Reference DRN-5947201
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947201 The complaint A company, which I will call L, complains that Monzo Bank Ltd requires its director to send a selfie video for identification purposes and has blocked full account access until this happens. Mr H, who is a director of L, brings the complaint on behalf of L. W... (2 pages)View decision -
Decision Reference DRN-5945306
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5945306 The complaint Mr H complained about Monzo Bank Ltd’s requirement for him to provide a selfie video as part of its identification (ID) verification process. He has refused to complete this step, which has resulted in him being unable to regain full access to his account. Wha... (3 pages)View decision -
Decision Reference DRN-6001254
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001254 The complaint Mrs J’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’) and (2) decidin... (9 pages)View decision -
Decision Reference DRN-5785661
5 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5785661 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) has unfairly and disproportionately increased the charge applied to the cash holding within his self-invested personal pension (SIPP). He thinks the increased charge is excessive and doesn’t belie... (4 pages)View decision -
Decision Reference DRN-5645803
5 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5645803 The complaint Mr B complains that Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card limit and credit limit increases. What happened In 2014 Vanquis provided Mr B with a credit card with an initial credit limit of £500. Vanquis increased Mr B’s ... (2 pages)View decision