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-6001464
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001464 The complaint Mr and Mrs H’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)... (13 pages)View decision -
Decision Reference DRN-6001266
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6001266 The complaint Mr A complains that Nationwide Building Society won’t refund him after he was the victim of a scam. What happened The background to this complaint is well-known to both parties, so I’ve haven’t repeated it in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision -
Decision Reference DRN-5884983
5 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5884983 The complaint Mr S has complained Vanquis Bank Limited won’t refund two cash machine withdrawals he didn’t authorise on his new credit card. What happened In April 2025 Mr S applied for a new credit card with Vanquis. The card and PIN were sent separately to Mr S’s home addr... (2 pages)View decision -
Decision Reference DRN-5835694
5 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5835694 The complaint Mr C and Mrs C have complained that Red Sands Insurance Company (Europe) Limited declined a travel insurance claim. What happened Mr and Mrs C purchased their single trip travel insurance policy on 11 July 2024; they had booked a holiday abroad the previous day... (3 pages)View decision -
Decision Reference DRN-5715176
5 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5715176 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money (‘Clydesdale’) failed in their actions in relation to a recipient account, to which he sent money as a result of an alleged authorised push payment (‘APP’) scam. What happened The circumstances of ... (5 pages)View decision -
Decision Reference DRN-5981099
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5981099 The complaint Mr and Mrs L’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)... (9 pages)View decision -
Decision Reference DRN-5936792
5 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5936792 The complaint Mr D complains that esure Insurance Limited (EIL) unfairly handled a claim under his motor insurance policy, and subsequently sold his vehicle without his consent. What happened The circumstances of this case are well known to both parties, but in summary, Mr D... (3 pages)View decision -
Decision Reference DRN-5666988
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5666988 The complaint Mrs W complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happened The background of... (5 pages)View decision -
Decision Reference DRN-6001307
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001307 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (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 amen... (12 pages)View decision -
Decision Reference DRN-5913171
5 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5913171 The complaint Mr Z complains about the way that Inter Partner Assistance SA (IPA) handled a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I t... (4 pages)View decision