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-6010323
10 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-6010323 The complaint Mr P holds a Lasting Power of Attorney (LPA) over Mrs P’s affairs. On behalf of Mrs P, Mr P complains that he is restricted making certain transactions on her account with TSB Bank plc (TSB) as he lives abroad and has encountered issues with receiving the One T... (4 pages)View decision -
Decision Reference DRN-5751638
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5751638 The complaint Mrs Y complains Shawbrook Bank Limited (“Shawbrook”) irresponsibly lent to her. Mrs Y has a professional representative helping her with her complaint, but for ease of reference I’ll mostly refer to Mrs Y throughout. What happened In May 2019 Mrs Y applied for ... (3 pages)View decision -
Decision Reference DRN-5687078
10 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5687078 The complaint Mrs M and Mr M complain that Zurich Insurance Company Ltd (“Zurich”) provided conflicting advice when they enquired about potential exclusions in a future claim. Mr M has acted as the main representative throughout, so, for ease of reading, I will refer to any... (3 pages)View decision -
Decision Reference DRN-5949667
10 Dec 2025 Covea Insurance plc Not upheldInsuranceDRN-5949667 The complaint Mr M and Ms N complain that Covea Insurance Plc declined a claim they made on their home insurance policy following damage caused by a storm. Mr M and Ms N are joint policyholders but for ease I’ll refer to Mr M since he has brought the complaint to this Servi... (4 pages)View decision -
Decision Reference DRN-5743468
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5743468 The complaint Mr J complains that Santander UK Plc (‘Santander’) allowed several consecutive transactions to go through on his current account which took him into an unarranged overdraft. What happened In March 2025 Santander allowed seven consecutive transactions to take M... (2 pages)View decision -
Decision Reference DRN-5943987
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5943987 The complaint Miss C is unhappy with how Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) handled her refund claim. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’v... (2 pages)View decision -
Decision Reference DRN-5840493
10 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5840493 The complaint Mr B complains about the amount U K Insurance Limited (UKI) valued his vehicle for after declaring it a total loss following a claim on his motor insurance policy. What happened Mr B held a motor insurance policy with UKI. Following an accident in December 2022... (2 pages)View decision -
Decision Reference DRN-5695403
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5695403 The complaint Miss C complains Barclays Bank UK PLC (“Barclays”) declined to refund a payment taken from her account. She’s also unhappy about the service she received when reporting what had happened. Miss C wants Barclays to reimburse her the money that was taken from her ... (3 pages)View decision -
Decision Reference DRN-5936580
10 Dec 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5936580 The complaint Miss H, Mrs M, Mr M1 and Mr M2 complain Astrenska Insurance Limited (Astrenska) has declined the claim they made under their travel insurance policy. As Miss H has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The ... (5 pages)View decision -
Decision Reference DRN-5886485
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886485 The complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (6 pages)View decision