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-5952981
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5952981 THE COMPLAINT Mr W complains about a HSBC UK Bank Plc (“HSBC”) loan taken out in his name which he says he did not consent to. WHAT I HAVE DECIDED – AND WHY I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of... (2 pages)View decision -
Decision Reference DRN-5939906
11 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5939906 The complaint Mr A is unhappy that Wise Payment Limited won’t reimburse money he lost to a scam. Mr A is represented by a third-party claims firm, but I will refer to Mr A here. What happened The background to this complaint is well known to both parties, so I won’t repeat... (5 pages)View decision -
Decision Reference DRN-5898794
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5898794 The complaint Mr and Mrs A’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 (2... (10 pages)View decision -
Decision Reference DRN-6016721
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6016721 THE COMPLAINT Miss J complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Miss J is represented in this matter. However, where appropriate, I will refer to Miss J solely in this decision for ease of reading. ... (5 pages)View decision -
Decision Reference DRN-6007437
11 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-6007437 The complaint Miss A and Mr K complain that Inter Partner Assistance SA (IPA) declined their travel insurance claim and about the service it gave. My references to IPA include its agents. As Mr K has taken the lead on the claim and complaint I’ll refer to Mr K to include bot... (4 pages)View decision -
Decision Reference DRN-5792869
11 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5792869 The complaint Mrs F complains that Nationwide Building Society (‘Nationwide’) declined to reimburse her when she says she fell victim to an investment scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail o... (6 pages)View decision -
Decision Reference DRN-5991731
11 Dec 2025 Zurich Insurance PLC UpheldInsuranceDRN-5991731 The complaint Mr A complains Zurich Insurance Plc hasn’t fully repaired his car following a claim on his motor insurance policy. He says it hasn’t repaired accident-related damage and the repairer has caused further damage. As a result, he’s been left without the use of his ... (5 pages)View decision -
Decision Reference DRN-5734782
11 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5734782 The complaint Mr C complains that Ageas Insurance Limited (“Ageas”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2019. Mr C acquired the van in 2019. For the y... (3 pages)View decision -
Decision Reference DRN-5817759
11 Dec 2025 Europ Assistance SA Not upheldInsuranceDRN-5817759 The complaint Mr W complains about Europ Assistance SA’s (which I’ll refer to as EA) settlement of his travel insurance claim. My references to EA include its claim handling agent. What happened Mr W has travel insurance through his credit card provider, insured by EA. He ... (3 pages)View decision -
Decision Reference DRN-5823548
11 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5823548 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr S is professionally represented in bringing his complaint, but for ease of r... (3 pages)View decision