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-5997528
5 Dec 2025 ReAssure Limited UpheldInsuranceDRN-5997528 The complaint Mr C complains about how ReAssure Limited (ReAssure) sold him and later administered a reviewable whole of life policy (RWOL). What happened Mr C took out a RWOL policy in July 1992 with a firm that has since been acquired by ReAssure, as has the policy provid... (5 pages)View decision -
Decision Reference DRN-5897030
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897030 The complaint Mr K complains about the service received from Barclays Bank UK PLC (“Barclays”) when trying to locate a historical account that he believed he held with it. Mr K doesn’t believe Barclays have done enough in its efforts to locate the account. Mr K wants Barclay... (3 pages)View decision -
Decision Reference DRN-5767022
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5767022 The complaint Mr E and Mrs 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... (11 pages)View decision -
Decision Reference DRN-6000808
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6000808 The complaint Mr and Mrs B’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)... (11 pages)View decision -
Decision Reference DRN-6000152
5 Dec 2025 ReAssure Limited Not upheldInsuranceDRN-6000152 The complaint Mr and Mrs L are unhappy, in summary, as they don’t think that ReAssure Limited (‘ReAssure’) has correctly administered their reviewable Whole of Life policy held with it. What happened I've outlined what I think are the key events and points involved in ... (7 pages)View decision -
Decision Reference DRN-5931954
5 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5931954 The complaint Mr W complains that Inter Partner Assistance SA (“IPA”) withdrew cover for a claim on his legal expenses insurance policy. Where I refer to IPA, this includes its agents and claims handlers acting on its behalf. What happened Mr W made a claim on his policy rel... (3 pages)View decision -
Decision Reference DRN-5892459
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5892459 The complaint Miss H complains about the service she received from J.P. Morgan Europe Limited trading as Chase (“Chase”) when she contacted it about undertaking a name change on her account. Miss H is unhappy that Chase didn’t notify her until after she had started the proce... (4 pages)View decision -
Decision Reference DRN-5751192
5 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5751192 The complaint Mr P complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. Mr P is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr P hi... (3 pages)View decision -
Decision Reference DRN-5886080
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5886080 The complaint Mr M has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled his request for a refund. What happened In April 2025, Mr M made a payment to a hotel, I’ll call P, using his Halifax credit card. Mr M explained that during the sale he wa... (5 pages)View decision -
Decision Reference DRN-5935163
5 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5935163 The complaint Ms O’s complained that AA Underwriting Insurance Company Limited unfairly declined the claim she made when her boundary wall collapsed. Ms O’s been represented in her claim by Mr B. References in this decision to comments and submissions made by Ms O include t... (3 pages)View decision