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 391431 results
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Decision Reference DRN-5991826
6 Jan 2026 Astrenska Insurance Limited UpheldInsuranceDRN-5991826 The complaint Mrs B and Mr B have complained about the service received from Astrenska Insurance Limited trading as Collinson Insurance under their travel insurance policy. What happened The background to this dispute is well known to the parties so I won’t repeat the detail... (2 pages)View decision -
Decision Reference DRN-5236914
6 Jan 2026 ReAssure Life Limited Not upheldInsuranceDRN-5236914 The complaint Mr J, Mrs J, Mr P and Mrs S (the trustees) complain on behalf of a trust that ReAssure Life Limited (ReAssure) won’t provide future premium projections for a whole of life policy held by the trust. What happened The settlors of the trust took out a whole of li... (3 pages)View decision -
Decision Reference DRN-6055149
6 Jan 2026 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-6055149 The complaint Mr M complains about being charged a foreign exchange fee by Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (HLAM). He said he had not been notified that one of his fund holdings would be relisted on the Italian stock exchange after... (5 pages)View decision -
Decision Reference DRN-5982529
6 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsThe complaint Mr D complains that Bank of Scotland plc trading as Halifax should’ve advised him to pay a deposit for a new car by credit card rather than by bank transfer. He says it recommended he open a new current account to pay the deposit. What happened Mr D placed a £200 holding depo... (2 pages)View decision -
Decision Reference DRN-6039797
6 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a scam. Mrs B is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened There is limited information on what happened as Mrs B didn’t retain all her dialogue ... (6 pages)View decision -
Decision Reference DRN-6053379
6 Jan 2026 Go Car Credit Limited Not upheldConsumer CreditDRN-6053379 The complaint Mr R complains about the quality of a car supplied to him on finance by Go Car Credit Limited (‘GCC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving di... (3 pages)View decision -
Decision Reference DRN-6055197
6 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6055197 The complaint Mr T complains about a car supplied under a hire purchase agreement, provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘BMWFS’). What happened Around January 2024 Mr T acquired a used car under a hire purchase agreement wit... (9 pages)View decision -
Decision Reference DRN-6056149
6 Jan 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6056149 The complaint Mr S complains that Wise Payments Limited (‘Wise’) won’t refund the money he lost after falling victim to a scam. What happened Mr S was contacted via a messaging app by someone who offered him an online job, posting reviews of hotels. He was required to compl... (4 pages)View decision -
Decision Reference DRN-6014314
6 Jan 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6014314 The complaint A company that I will refer to as C, complains that ClearBank Limited trading as Tide blocked and closed its account. C is also unhappy that Tide has failed to release money that was paid into the account. Mr T, a director of, brings the complaint on behalf of... (5 pages)View decision -
Decision Reference DRN-6047276
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6047276 The complaint Mr S 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 de... (10 pages)View decision