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-5921626
5 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921626 The complaint Miss G complains Shawbrook Bank Limited (Shawbrook) failed to carry out thorough enough affordability checks before it approved a loan for her. What happened Miss G says Shawbrook approved a loan for her in July 2020 for £12,000 over five years for debt consoli... (3 pages)View decision -
Decision Reference DRN-6040677
5 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040677 The complaint Ms C complains that HSBC UK Bank Plc won’t fully refund the money she lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. Ms C says that she was... (5 pages)View decision -
Decision Reference DRN-5912415
5 Jan 2026 One Insurance Limited UpheldInsuranceDRN-5912415 The complaint Mr B complains about the settlement that One Insurance Limited offered him following the total loss of his car. He wants it to pay him a fair settlement. What happened Mr B’s car was damaged and declared to be a total loss. One Insurance offered Mr B £3,480 le... (2 pages)View decision -
Decision Reference DRN-5974672
5 Jan 2026 Scout Insurance Services Limited Not upheldInsuranceDRN-5974672 The complaint A charity, which I will refer to as B throughout this decision, has complained about the service provided by its insurance broker Scout Insurance Services Limited trading as Unity Insurance Services. Mr R, as a trustee of B, has brought the complaint on its beh... (3 pages)View decision -
Decision Reference DRN-6018836
5 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6018836 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to prevent her from transferring funds from her ISA into a fixed rate e-bond account. What happened Mrs W held a cash ISA with Virgin Money for a number of years. She explained sh... (3 pages)View decision -
Decision Reference DRN-5846354
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5846354 The complaint Mr J has complained that Bank of Scotland plc put in place a £20 overdraft buffer, despite his request for this to be removed. He feels this has hampered his ability to effectively manage his account. What happened Mr J has a current account with Bank of Scotla... (2 pages)View decision -
Decision Reference DRN-6051787
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6051787 The complaint Miss D complains that Bank of Scotland plc trading as Halifax applied charges to her overdraft since 2020 despite her showing clear signs of financial hardship. What happened Miss D had an overdraft with Halifax since September 2020, at which point the limit w... (5 pages)View decision -
Decision Reference DRN-5959519
5 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5959519 The complaint This complaint is about mortgage that Ms S holds with Barclays Bank UK PLC. The complaint relates primarily to how Barclays has dealt with personal information Ms S sent it by recorded delivery in October 2024 – and other updates she sent by email – in connecti... (3 pages)View decision -
Decision Reference DRN-6053777
5 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6053777 The complaint Ms L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal 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 Act 19... (9 pages)View decision -
Decision Reference DRN-5735129
5 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5735129 The complaint Mrs G’s complaint about Quilter Financial Services Limited is about the advice she received to transfer a Defined Benefit (DB) occupational pension to a new personal pension arrangement. She says the advice was unsuitable and she’s lost out financially as a res... (8 pages)View decision