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-6042752
23 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6042752 The complaint Ms M and Mr M complain 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 them under Section 140A of the CCA. Ms M and Mr M ... (11 pages)View decision -
Decision Reference DRN-6042308
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6042308 The complaint Mr H has complained about changes Santander UK Plc want to make to his business bank account. Mr H has been represented in this complaint, but for ease I will refer to him throughout. What happened Mr H opened a business bank account with a bank that is now par... (5 pages)View decision -
Decision Reference DRN-6015761
23 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6015761 The complaint Ms A complains that PayPal UK Ltd reported a late payment on her credit file. What happened Ms A has a credit agreement with PayPal. She recently realised that PayPal has reported a late payment marker on her credit file. Ms A contacted PayPal to query the mark... (2 pages)View decision -
Decision Reference DRN-5628901
23 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5628901 The complaint Miss H has complained about how Telefonica UK Limited trading as O2 dealt with her in relation to a fixed sum loan agreement she’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I’m not going to go ... (3 pages)View decision -
Decision Reference DRN-6017574
23 Dec 2025 Covea Insurance plc UpheldInsuranceDRN-6017574 The complaint Mr W and Mrs W complain about the way Covea Insurance plc (‘Covea’) handled a claim they made on their property insurance policy. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise ... (3 pages)View decision -
Decision Reference DRN-5769565
23 Dec 2025 Clayton Holmes Naisbitt Financial Consultancy LLP Not upheldPensions and AnnuitiesDRN-5769565 The complaint Mrs C complains about the advice given by Clayton Holmes Naisbitt Financial Consultancy LLP (‘CHNFC’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and beli... (7 pages)View decision -
Decision Reference DRN-6030651
23 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-6030651 The complaint Mr N complains about how Ageas Insurance Limited (‘Ageas’) handled his claim for a cracked windscreen. He’s unhappy with the time it took to arrange the glass fitting appointment and with the workmanship of the technician who, he says, caused significant damage... (7 pages)View decision -
Decision Reference DRN-5756248
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756248 The complaint Mr C complains that Monzo Bank Ltd delivered a poor level of service when dealing with a request to delete his data from its systems. What happened Mr C asked Monzo for full data erasure in November 2024. Monzo asked for Mr C’s identity to be verified before i... (3 pages)View decision -
Decision Reference DRN-6033592
23 Dec 2025 Bank of Ireland (UK) Plc UpheldMortgagesDRN-6033592 The complaint Mr M complains that Bank of Ireland (UK) Plc (“BoI”) refused to allow him to sell part of the land which forms security for his mortgage. Mr M said this sale would have greatly improved the position of his mortgage, and he couldn’t understand why BoI turned him... (5 pages)View decision -
Decision Reference DRN-5933700
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5933700 The complaint Mr R has complained about the actions of HSBC UK Bank Plc when it made an account that he held with it dormant. What happened Mr R held a current account with HSBC. Mr R last used the account more than 15 years ago. In June 2024 HSBC issued Mr R with a dorman... (3 pages)View decision