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-5886555
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5886555 The complaint Mr S complains that Barclays Bank UK PLC declined his request for an overdraft facility. What happened Mr S contacted Barclays in 2025 to say that he hadn’t received any offers to add an overdraft facility onto his existing personal current account and request... (2 pages)View decision -
Decision Reference DRN-5851402
4 Dec 2025 Principality Building Society UpheldBanking and PaymentsDRN-5851402 The complaint Mr S complains about the service provided by Principality Building Society in relation to the maturity of a regular saver bond account. Mr S has a representative in this complaint, however for ease I’ll refer to Mr S only. What happened Mr S had a saver bond a... (5 pages)View decision -
Decision Reference DRN-5979007
4 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5979007 The complaint Mr C complains about how Assurant General Insurance Limited has handled a claim under his mobile phone insurance policy. What happened Mr C holds a mobile phone insurance policy as a benefit of his bank account. The policy is provided by Assurant. Mr C made a... (3 pages)View decision -
Decision Reference DRN-5996454
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5996454 The complaint Mr N and Ms L’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... (12 pages)View decision -
Decision Reference DRN-5836660
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5836660 The complaint Mr C and the estate of Ms 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... (15 pages)View decision -
Decision Reference DRN-5981976
4 Dec 2025 Surrey Downs Financial Services Limited UpheldInsuranceDRN-5981976 The complaint Mrs T complains that Surrey Downs Financial Services Limited (“Surrey Downs”) failed to properly set up her life and critical illness policy and gave her misleading information regarding this. What happened Mrs T was contacted by an appointed representative (“A... (5 pages)View decision -
Decision Reference DRN-5945930
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5945930 The complaint A company which I’ll call ‘P’ complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change P’s account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking for... (4 pages)View decision -
Decision Reference DRN-5944390
4 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5944390 The complaint Mr O complains that Lloyds Bank Plc applied charges to his overdraft over the past six years when they should have realised he was in financial difficulty. What happened Mr O had an overdraft with Lloyds from November 2012 but has only complained about events ... (5 pages)View decision -
Decision Reference DRN-5907186
4 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5907186 The complaint Mr W complains Starling Bank Limited won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 13 March 2025, Mr W reported several transactions to Starling as fraudulent totalling just under £9,000. I’ve set o... (4 pages)View decision -
Decision Reference DRN-5996262
4 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5996262 The complaint Mrs O complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit ... (6 pages)View decision