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-5741522
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5741522 The complaint Mr D complains that HSBC UK Bank Plc treated him in a dismissive and disinterested way when he corresponded with it by “chat”. Mr D asks for appropriate compensation. What happened Mr D had multiple chats with HSBC between January 2025 and May 2025 concerning l... (2 pages)View decision -
Decision Reference DRN-5723058
23 Dec 2025 EE Limited UpheldConsumer CreditDRN-5723058 The complaint Mrs C complains about a fixed sum loan agreement she has with EE Limited that was used to buy a brand new mobile telephone device. What happened In November 2024, Mrs C took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone handset... (3 pages)View decision -
Decision Reference DRN-6013764
23 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6013764 The complaint Mr F is unhappy about the way in which the online payment system of National Westminster Bank PLC (NW) operates. What happened Mr F is unhappy about the way in which the online payment system at NW operates. He says that when using the system to pay off his out... (3 pages)View decision -
Decision Reference DRN-5992019
23 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5992019 The complaint Mr H’s complaint is, in essence, Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) 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 a... (13 pages)View decision -
Decision Reference DRN-6042999
23 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6042999 The complaint Mr B complains about Intact Insurance UK Limited, trading as RSA’s handling of his home insurance claim. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted it is accountab... (12 pages)View decision -
Decision Reference DRN-6033582
23 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-6033582 The complaint Mr S has complained about the settlement of a motor insurance claim by Tesco Underwriting Limited. References to Tesco include its authorised agents. What happened The background to this complaint is well known to the parties and it serves no purpose for me to ... (2 pages)View decision -
Decision Reference DRN-6005906
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6005906 The complaint Miss R complains Santander UK Plc moved from a free business account to one with a monthly fee and transaction charges, breaking a guarantee made when the account was opened. What happened Miss R, trading as a business name which I’ll refer to as L, complains S... (4 pages)View decision -
Decision Reference DRN-5922437
23 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5922437 The complaint Mr S complains about the actions of Bank of Scotland plc trading as Halifax when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (7 pages)View decision -
Decision Reference DRN-5988802
23 Dec 2025 Wakam UK Limited UpheldInsuranceDRN-5988802 The complaint Mr T is unhappy Wakam UK Limited has declined a claim he made on a pet insurance policy. What happened On 26 June 2020 Mr T took out a complete insurance policy for his dog, which I’ll refer to as P. This provided cover for the lifetime of the dog if certain te... (4 pages)View decision -
Decision Reference DRN-5843475
23 Dec 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5843475 The complaint Mr B has complained about the way his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’), dealt with a claim he made on his policy. He also says the offer it made him for the market value of his car was too low. What happened In May 2024 Mr B ... (5 pages)View decision