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-5915449
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5915449 The complaint Mr B complains Revolut Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr B opened an account with Revolut around March 2024. In May he received a payment from a third-party, through a bank transfe... (3 pages)View decision -
Decision Reference DRN-5864442
4 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5864442 The complaint Mr D complains on behalf of the D Trust about the way Aviva Life & Pensions UK Limited has administered a whole of life policy. He says a significant premium increase was communicated at the last review, which is unfair, and a credible explanation hasn’t be... (6 pages)View decision -
Decision Reference DRN-5995628
4 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5995628 The complaint Mr H complains about a misrepresentation made in relation to a car supplied to him using a conditional sale agreement taken out with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). What happened In October 2023, Mr H acquired... (4 pages)View decision -
Decision Reference DRN-5595656
4 Dec 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5595656 The complaint The estate of Mrs T is unhappy with Skipton Building Society’s (Skipton’s) requirement for a Certificate of Confirmation to release funds from Mrs T’s ISA. They think that Skipton should have made them aware of this requirement sooner. Mr T (Mrs T’s husband) ha... (4 pages)View decision -
Decision Reference DRN-5994117
4 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5994117 The complaint Mr A complains that Capital One (Europe) plc closed his accounts with it unfairly. He says the bank’s actions were retaliatory following a claim he had made previously. What happened Mr A had two credit card accounts with Capital One which opened in April 2021 ... (2 pages)View decision -
Decision Reference DRN-5963196
4 Dec 2025 Santander UK Plc UpheldMortgagesDRN-5963196 The complaint Mr A and Mrs G complain that Santander UK Plc has treated them unfairly. They’ve said it hasn’t engaged meaningfully with them, particularly since November 2024, about long term forbearance options for their mortgage and that it has caused delays. What happened... (6 pages)View decision -
Decision Reference DRN-5966169
4 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5966169 The complaint Miss G is complaining that Go Car Credit Limited (GCC) acted irresponsibly in lending to her – she says the hire purchase agreement was unaffordable. Miss G’s complaint has been handled by a representative, but for ease, I’ve written as if we’ve dealt directly ... (3 pages)View decision -
Decision Reference DRN-5993011
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5993011 The complaint Mrs S and the estate of Mr S are unhappy with the assistance received from Aviva Insurance Limited under a travel insurance policy Mr and Mrs S had the benefit of (‘the policy’). Mr S was hospitalised abroad and needed emergency medical treatment. All referenc... (4 pages)View decision -
Decision Reference DRN-5743158
4 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5743158 The complaint Mr W has complained about the way Lloyds Bank General Insurance Limited has handled a claim he made under his home insurance policy. All reference to the insurer Lloyds in my decision includes its agents. What happened In July 2024 Mr W’s home was damaged by an... (2 pages)View decision -
Decision Reference DRN-5862945
4 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5862945 The complaint Mr M complains that HSBC UK Bank plc wouldn’t let him make a cash withdrawal at a branch without photo ID. What happened On 16 July 2025 Mr M visited a branch of HSBC to withdraw £1,150 from his current account. He had his debit card and PIN with him, and acces... (2 pages)View decision