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-5988301
1 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5988301 The complaint Mrs J complains that Tesco Underwriting Limited (“Tesco”) is responsible for mishandling a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2015... (6 pages)View decision -
Decision Reference DRN-5910067
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5910067 The complaint Mr and Mrs M’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-5949155
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5949155 The complaint Mr and Mrs 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-5514030
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5514030 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he fell victim to an investment scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as be... (5 pages)View decision -
Decision Reference DRN-5970220
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5970220 The complaint Mr F complains National Westminster Bank PLC (“NatWest”) declined his application for a current account, didn’t offer him a Basic Bank Account (BBA) - and applied an external fraud marker against him. Mr F also adds that in doing so, NatWest has discriminated a... (2 pages)View decision -
Decision Reference DRN-5986956
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5986956 The complaint Mr and Mrs E’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-5921663
1 Dec 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5921663 The complaint Mr B and Miss Z are unhappy with the assistance they received from AXIS Specialty Europe SE when they tried to claim on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5979704
1 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5979704 The complaint Mr G and Ms W complain about the settlement esure Insurance Limited (esure) has paid for building repairs and alternative accommodation under their home insurance policy. This complaint has been brought by both Mr G and Ms W, but as Mr G has been leading in thi... (7 pages)View decision -
Decision Reference DRN-5760405
1 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5760405 The complaint Mr and Mrs M are unhappy that esure Insurance Limited declined their home insurance claim for storm damage to their artificial lawn. What happened The parties are very familiar with the background to this complaint, so I don’t intend to set it out in detail her... (3 pages)View decision -
Decision Reference DRN-5815709
1 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5815709 The complaint Miss M complains that Lloyds Bank PLC unfairly closed her account following accusations about her visit to one of its branches. What happened Miss M went to her local Lloyds’ branch to withdraw money but didn’t have her debit card. She asked staff if this was ... (3 pages)View decision