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 392389 results
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Decision Reference DRN-6005823
24 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6005823 The complaint Mr B has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under his home Contents insurance policy. What happened In December 2024, Mr B made a claim for spoiled food in his freezer. LV settled the claim. In March 202... (3 pages)View decision -
Decision Reference DRN-5215663
24 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5215663 The complaint Mr K’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying... (7 pages)View decision -
Decision Reference DRN-5759514
24 Dec 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5759514 The complaint Mr J’s complaint is that advice to his in 2005 from Bank of Scotland plc trading as Halifax (“Halifax”) to invest in a Stocks & Shares Individual Savings Account (ISA) was unsuitable. What happened In May 2005 Mr J was advised to invest in a Stocks & S... (2 pages)View decision -
Decision Reference DRN-5759511
24 Dec 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5759511 The complaint Mrs J’s complaint is that advice to her in 2005 from Bank of Scotland plc trading as Halifax (“Halifax”) to invest in a Stocks & Shares Individual Savings Account (ISA) was unsuitable. What happened In May 2005 Mrs J was advised to invest in a Stocks &... (2 pages)View decision -
Decision Reference DRN-5670026
23 Dec 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5670026 The complaint Mr A complains that St James’s Place Wealth Management Plc (‘SJP’) advised him to take out protection policies in 2006 and 2008, but neither were appropriate for his needs as he already had suitable cover in place. Mr A is represented by a claims management com... (4 pages)View decision -
Decision Reference DRN-6044586
23 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6044586 The complaint Mr B complains Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr B is represented in ... (12 pages)View decision -
Decision Reference DRN-5977342
23 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5977342 The complaint Miss M complains that Revolut Ltd provided misleading information in relation to an incentive scheme. What happened The background to this complaint is well known to both parties, so I have just provided an overview of events here. Miss M had an account with ... (3 pages)View decision -
Decision Reference DRN-6043527
23 Dec 2025 TrustUk Payments Ltd UpheldBanking and PaymentsDRN-6043527 The complaint A limited company which I’ll call ‘T’ complains that TrustUK Payments Ltd gave it incorrect information which led to a financial loss. The complaint is brought on T’s behalf by its director, Mrs P. What happened T has an agreement with TrustUK Payments Ltd (T... (5 pages)View decision -
Decision Reference DRN-6019510
23 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-6019510 The complaint Mr S complains that Nationwide Building Society merged his two personal loans and charged him a higher interest rate rather than running the loans side by side on separate interest rates. What happened Mr S held a personal loan with Nationwide which had an inte... (2 pages)View decision -
Decision Reference DRN-5729525
23 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5729525 The complaint Mr M complains irresponsible in its lending to him. What happened Mr M says Virgin Money didn’t carry out adequate affordability checks before providing him with a credit card account in September 2019 with a £3500 credit limit. He said at that time he was alre... (4 pages)View decision