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-5984360
11 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5984360 The complaint The estate of Ms L is unhappy that Legal and General Assurance Society Limited declined a claim made on the late Ms L’s life insurance policy. What happened Ms L had a life insurance policy. She sadly died as a result of metastatic appendiceal mucinous neoplasm... (3 pages)View decision -
Decision Reference DRN-6013607
11 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-6013607 The complaint Miss O complains TSB Bank plc (“TSB”) closed her account without explanation and demanded she pay back her overdraft causing her significant distress, inconvenience, and financial difficulty. Miss O is also unhappy with inaccurate messages from TSB which said s... (4 pages)View decision -
Decision Reference DRN-5974168
11 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5974168 The complaint Ms H has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under her mobile phone policy. What happened Ms H made a claim for accidental damage to her phone. Assurant arranged for Ms H to have her phone repaired at a shop. W... (3 pages)View decision -
Decision Reference DRN-5912474
11 Dec 2025 Chetwood Financial Limited UpheldBanking and PaymentsDRN-5912474 The complaint Miss G complains that Chetwood Financial Limited trading as Wave applied a default against her credit card account after she offered to set up a payment plan. What happened Miss G held a credit card account with Wave. Arrears started to accrue on the account in... (3 pages)View decision -
Decision Reference DRN-5943377
11 Dec 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5943377 The complaint Mrs Z complains that Al Rayan Bank PLC blocked her debit card and did not provide appropriate support to ensure she could use it again. What happened In February 2025 Mrs Z’s debit card was blocked. She was out shopping at the time and says that she was left un... (2 pages)View decision -
Decision Reference DRN-5886460
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886460 The complaint Mr and Mrs F’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)... (11 pages)View decision -
Decision Reference DRN-5978644
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5978644 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5913891
11 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5913891 The complaint Mr L complains that Nationwide Building Society provided poor customer service and unfairly added a behavioural marker to his customer profile. What happened Mr L banked with Nationwide. He was unhappy with the wider service he’d been receiving and had referre... (2 pages)View decision -
Decision Reference DRN-5887611
11 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5887611 The complaint Mr H complains that a car supplied to him on finance with MotoNovo Finance Limited (‘MFL’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (4 pages)View decision -
Decision Reference DRN-6001090
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001090 The complaint Mr J’s complaint is, in essence, that 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 ... (13 pages)View decision