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-5975358
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5975358 The complaint Mr and Mrs T complain that Shawbrook Bank Limited (‘Shawbrook’) is liable to pay them compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it provided. What happened Mr and Mrs... (6 pages)View decision -
Decision Reference DRN-5465695
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5465695 Complaint Mr D is unhappy that Lloyds Bank PLC didn’t reimburse him after he reported falling victim to a scam. Background In 2024, Mr D was looking to purchase a van. He found an advert on eBay for a second- hand van that seemed to match his requirements. Unfortunately, alt... (2 pages)View decision -
Decision Reference DRN-5483138
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5483138 The complaint Miss B complains that HSBC UK Bank Plc, trading as first direct (first direct), won’t refund the money she lost to a property investment opportunity, that she now considers was a scam. Miss B is being represented by a claims management company in this complaint... (3 pages)View decision -
Decision Reference DRN-5726826
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726826 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-5957667
5 Dec 2025 ITC Compliance Limited Not upheldInsuranceDRN-5957667 The complaint Mr B complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr B’s complaint... (5 pages)View decision -
Decision Reference DRN-5839662
5 Dec 2025 AJ Bell Securities Limited Not upheldInvestmentsDRN-5839662 The complaint Mrs D complains AJ Bell Securities Limited mishandled a corporate action on her share dealing account. Mrs D would now like AJ Bell to recompense her for the financial losses that she says followed as a consequence of their actions. What happened Mrs D holds a... (6 pages)View decision -
Decision Reference DRN-5873878
5 Dec 2025 Attivo Financial Services Limited Not upheldPensions and AnnuitiesDRN-5873878 The complaint Ms H complains that Attivo Financial Services Limited doubled its ongoing advice fee from 0.5% to 1%. She says it had previously agreed to honour the 0.5% fee, and it hasn’t provided any additional value to its service since the increase. What happened Ms H’s c... (3 pages)View decision -
Decision Reference DRN-5935474
5 Dec 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5935474 The complaint Mr L complains about the way Aioi Nissay Dowa Insurance UK Limited (Aioi) handled a claim on his motor insurance policy following a collision abroad. What happened The circumstances of this case are well known to each party, but in summary Mr L was involved in ... (3 pages)View decision -
Decision Reference DRN-5950650
5 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5950650 The complaint Mr E complains about the service he received from Santander UK Plc (“Santander”) when making an international transfer. In particular, Mr E is unhappy he opened an account on the basis he would not incur a charge on international transfers and was given incorre... (3 pages)View decision -
Decision Reference DRN-6000868
5 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6000868 The complaint Mr D and Mrs D B, as trustees of the D B Trust, complain that Legal and General Assurance Society Limited declined to pay a critical illness claim, saying a policy exclusion applied. What happened The background to this complaint is well known to the parties, ... (3 pages)View decision