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-5863766
10 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5863766 The complaint Mr R complains Lowell Portfolio I LTD didn’t complete a Subject Access Request (SAR) properly as they didn’t provide a copy of the Consumer Credit Agreement (CCA) in their response. What happened My understanding is a debt in Mr R’s name was sold by O to Lowell... (4 pages)View decision -
Decision Reference DRN-5964235
10 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5964235 The complaint Mr N has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone insurance policy. What happened Mr N made an online claim for a stolen mobile phone. The online form asked Mr N whether the device was also ... (3 pages)View decision -
Decision Reference DRN-5852496
10 Dec 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5852496 The complaint Mr C complains that AmTrust Specialty Limited (“AmTrust”) has unfairly handled a claim made under his home insurance policy. Any reference to Mr C or AmTrust includes the actions of any respective agents or representatives. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5971824
10 Dec 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5971824 The complaint Mr B complains Cabot Credit Management Group Limited haven’t written off his debt despite his personal circumstances. What happened Mr B says despite knowing about his personal circumstances, Cabot haven’t written off his debt explaining it’s because of busines... (4 pages)View decision -
Decision Reference DRN-5870820
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5870820 The complaint Mr B complains that a transfer of a substantial sum of US Dollars (USD) was delayed in reaching and crediting his account with HSBC UK Bank Plc. What happened On 7 March 2025 Mr B's U.S. bank sent his money via SWIFT transfer to his HSBC account. He contac... (3 pages)View decision -
Decision Reference DRN-5972831
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5972831 The complaint Mr B complains Santander UK Plc haven’t written off his credit card debt or taken any responsibility for safeguarding issues. What happened Mr B says despite Santander knowing about his personal circumstances, they: • Failed to prevent foreseeable harm under th... (3 pages)View decision -
Decision Reference DRN-5943037
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5943037 The complaint Mr F and Mrs D complain Monzo Bank Ltd unfairly closed their account and caused them inconvenience in relation to a mortgage payment. They are also concerned if their credit rating has been impacted. What happened Mr F and Mrs D held a joint current account wit... (2 pages)View decision -
Decision Reference DRN-5828519
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5828519 The complaint Ms N has complained about the way Bank of Scotland plc trading as Halifax (Halifax) handled a refund claim she made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. ... (3 pages)View decision -
Decision Reference DRN-5747552
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5747552 The complaint Mr A complains J.P Morgan Europe Limited trading as Chase unfairly closed his accounts and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint... (3 pages)View decision -
Decision Reference DRN-6001978
10 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6001978 The complaint Mr M complained about Ageas Insurance Limited declining a claim on his buildings insurance policy. He also complained about delays, customer service and his renewal premium. What happened The events are well known to both parties, so I’ve only summarised them h... (5 pages)View decision