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 384131 results
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Decision Reference DRN-5721552
25 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5721552 The complaint Mrs L and Mr L complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) valuation of their car following a claim under their car insurance policy. Mr L has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5735368
25 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5735368 The complaint Mr B complains that Santander UK Plc is sending him correspondence about an overdraft, for which the bank has confirmed he will not be held responsible. What happened Briefly, this complaint relates to an overdraft on a business account originally opened by Mr ... (3 pages)View decision -
Decision Reference DRN-5775659
25 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5775659 The complaint M, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund a number of payments it says it lost to an investment scam. As it was the Director of M, Mr D, who made the payments on behalf of M, I will sometimes refer to him throughout th... (4 pages)View decision -
Decision Reference DRN-5704012
25 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5704012 The complaint and background Mr W complains Revolut Ltd won’t reimburse money he lost when he fell victim to a rogue trader scam. Mr W paid over £90,000 from this account between May and August 2024, to what he was led to believe was for the purpose of a house renovation. ... (2 pages)View decision -
Decision Reference DRN-5969804
25 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5969804 The complaint Mr J has complained that U K Insurance Limited (UKI) trading as Churchill Insurance unfairly declined a claim on his motor insurance policy. What happened In April 2025 Mr J submitted a claim to UKI. He told it that in January 2025 he’d driven through a pool of... (4 pages)View decision -
Decision Reference DRN-5975549
25 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5975549 The complaint Ms H complains that HSBC UK Bank Plc did not provide full information about her eligibility to hold Premier accounts following changes to its eligibility criteria. As a result, she thought her accounts might be closed, leading to distress and inconvenience. Wha... (2 pages)View decision -
Decision Reference DRN-5924233
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5924233 The complaint Mrs H complains that National Westminster Bank PLC (NW) failed to make her aware that she had missed a loan payment and applied a default to her account. What happened In November 2022 Mrs H took out a loan with NW for £10,000. The loan account ends with 894. M... (2 pages)View decision -
Decision Reference DRN-5975659
25 Nov 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5975659 The complaint Mr B is complaining about North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB). He says they treated him unfairly when he struggled to make repayments against his loan from them. What happened In April 2024, CCB lent Mr B £12,8... (4 pages)View decision -
Decision Reference DRN-5661862
25 Nov 2025 EE Limited UpheldConsumer CreditDRN-5661862 The complaint Mr I complains about the repayment of a fixed sum loan agreement he has with EE Limited (EE) for a mobile telephone device which he says he did not receive. What happened On 24 January 2025, Mr I purchased a mobile telephone device from EE. Finance was arranged... (3 pages)View decision -
Decision Reference DRN-5697790
25 Nov 2025 Quilter Financial Limited UpheldPensions and AnnuitiesDRN-5697790 The complaint Mrs H has complained about the advice she received from Quilter Financial Limited (‘Quilter’) to transfer a defined-benefit (‘DB’) occupational pension to a self-invested personal pension (‘SIPP’). Mrs H has also complained that she didn’t receive the annual re... (7 pages)View decision
