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-6010066
10 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6010066 The complaint Miss G has complained about the way Monzo Bank Ltd dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise here. M... (5 pages)View decision -
Decision Reference DRN-6010057
10 Dec 2025 Coutts & Company UpheldInvestmentsDRN-6010057 The complaint Ms C has complained about the investment advice she received from Coutts & Company, trading as Coutts (‘Coutts’). Ms C would like compensation as she says she and her family will be significantly worse off because of the advice. Ms C is represented in brin... (18 pages)View decision -
Decision Reference DRN-5903228
10 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5903228 The complaint Mr M complains about the service he received from Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) when transferring his ISA out of it to another provider. In particular, Mr M is unhappy that Virgin Money failed to send to his new provider the full ... (3 pages)View decision -
Decision Reference DRN-5703070
10 Dec 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5703070 The complaint V, a limited company, complains that Great Lakes Insurance UK Limited (‘Great Lakes’) unfairly declined a claim it made under its property insurance policy. Mr H, a director of V, brings the complaint on V’s behalf. V is also professionally represented in this... (3 pages)View decision -
Decision Reference DRN-5961930
10 Dec 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5961930 The complaint Ms E complains eBay Commerce UK Ltd (Commerce) is not releasing her money. What happened Ms E was selling on eBay marketplace (marketplace) and it sent her a message to say it needed her to send it receipts or invoices for the items she was selling. Ms E exp... (3 pages)View decision -
Decision Reference DRN-5952617
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5952617 The complaint Miss C and Mr H complain following National Westminster Bank Public Limited Company (NatWest) changing the provider of the travel insurance policy provided as a benefit to their packaged bank account. This complaint has been brought by both Miss C and Miss H, b... (3 pages)View decision -
Decision Reference DRN-6004076
10 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6004076 The complaint Mr S complains that Allianz Insurance Plc, trading as Allianz Musical Insurance, declined a claim he made on his musical instrument insurance policy. Reference to Allianz includes its agents and representatives. What happened The circumstances of this complai... (3 pages)View decision -
Decision Reference DRN-5462055
10 Dec 2025 Plus500UK Ltd Not upheldInvestmentsDRN-5462055 The complaint Mr T complains that Plus500 closed his position following a margin call and later closed his account. He says he does not fully understand how the loss is the amount that it is. What happened Mr T opened a trading account with Plus500 in 2024. He had traded CF... (3 pages)View decision -
Decision Reference DRN-5742853
10 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5742853 The complaint Mr J complains about information HSBC UK Bank Plc recorded on his credit file. What happened In January 2024, HSBC wrote to Mr J to let him know it would close his account on 27 March 2024. The letter said any outstanding balance owed on the account must be rep... (3 pages)View decision -
Decision Reference DRN-5979108
10 Dec 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5979108 The complaint Mr D is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly when they provided him with a personal loan. What happened In October 2024, Mr D applied for a loan with MCB. They approved his application a... (3 pages)View decision