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 393318 results
-
Decision Reference DRN-6021848
15 Dec 2025 ReAssure Limited Not upheldInsuranceDRN-6021848 The complaint Mrs S is unhappy with the administration of her reviewable whole of life (RWOL) policy held with ReAssure Limited (ReAssure). What happened Mrs S took out a RWOL policy which commenced on 8 March 1990 on a standard basis. The sum assured was £40,000 with a mont... (5 pages)View decision -
Decision Reference DRN-5907687
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5907687 The complaint Mr B and Ms N’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... (8 pages)View decision -
Decision Reference DRN-5726447
15 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5726447 The complaint Mr D complains that Ageas Insurance Limited (“Ageas”) unfairly declined a claim he made under his landlord insurance policy. What happened Mr D held a landlord insurance policy that covered a property he rents out. Mr D contacted Ageas to make that claim in Ja... (3 pages)View decision -
Decision Reference DRN-6017174
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6017174 The complaint Mr C complains Barclays Bank UK Plc won’t refund transactions made from his account which he says he did not authorise. What happened In November 2023, Mr C reported several transactions totalling £8,500 to Barclays as fraudulent. The transactions took place b... (4 pages)View decision -
Decision Reference DRN-6008243
15 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6008243 The complaint Mr M is unhappy with how American Express Services Europe Limited (AESEL) handled a dispute he raised with it following purchases made on his credit card. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision -
Decision Reference DRN-5827348
15 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5827348 The complaint Mr S complains that The Co-operative Bank P.L.C. (Co-operative) blocked and closed his account and took too long to release his money. Mr S is also unhappy with the service he received from the Co-operative. What happened The detailed background to this compla... (4 pages)View decision -
Decision Reference DRN-5968472
15 Dec 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5968472 The complaint Mrs J complained about the way Secure Trust Bank Public Limited Company trading as V12 Retail Finance Limited (V12) dealt with a claim she made for goods she bought using a fixed sum loan agreement. What happened The parties are familiar with the background of... (3 pages)View decision -
Decision Reference DRN-5969096
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5969096 The complaint Mr E has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2021 Mr E came across an online video about a cryptocurrency opportunity, which unfortunately was a scam. The scammers offered ... (2 pages)View decision -
Decision Reference DRN-5743094
15 Dec 2025 EE Limited UpheldConsumer CreditDRN-5743094 The complaint Ms G complains about the balance of a fixed sum loan agreement with EE Limited. What happened In February 2025, Ms G took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the handset was around £800 and u... (4 pages)View decision -
Decision Reference DRN-6019660
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6019660 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr O received payments through bank transfers into his account at Monzo from a third party in Februa... (3 pages)View decision