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-5936901
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5936901 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)... (8 pages)View decision -
Decision Reference DRN-5935009
1 Dec 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5935009 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (that I’ll refer to as ‘Vitality’) turned down Mr S’s Serious Illness Cover insurance claim. As the complaint concerns Mr S’s claim, I’ve mainly referred to him throughout the decision. What ... (4 pages)View decision -
Decision Reference DRN-5986655
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5986655 The complaint Mr and Mrs T’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-5595793
1 Dec 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5595793 The complaint Mrs B complains about advice from Harbour Rock Capital Limited trading as Pension Access (Harbour Rock) relating to the transfer of benefits from her defined benefit (DB) occupational pension scheme to a self invested personal pension (SIPP). She says the advic... (9 pages)View decision -
Decision Reference DRN-5936762
1 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5936762 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”): - Erroneously opened a second bank account for his business and in doing so have breached data protection obligations given the account was opened without his knowledge, consent or for a lawful basis - Closed h... (2 pages)View decision -
Decision Reference DRN-5873417
1 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5873417 The complaint Mr E complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund money he lost when he fell victim to a job scam. Mr E is represented by a firm I’ll refer to as “R”. What happened The background of this complaint is well known to both parties so I... (3 pages)View decision -
Decision Reference DRN-5925581
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5925581 The complaint A company, which I’ll refer to as N, complains that HSBC UK Bank Plc is unfairly holding it responsible for repaying a Bounce Back Loan (BBL), having previously told the company that there was no debt. What happened N was a business customer of HSBC, which prov... (4 pages)View decision -
Decision Reference DRN-5988228
1 Dec 2025 Landmark Mortgages Limited UpheldMortgagesDRN-5988228 The complaint Mrs C complains that Landmark Mortgages Limited will not agree to her request to switch her mortgage to interest only or extend its term and it will not agree a new interest rate product. She also complains that she was coerced into taking out the mortgage and ... (6 pages)View decision -
Decision Reference DRN-5760251
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5760251 The complaint Ms C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, declined her request to freeze or reduce interest on her credit card account. What happened Ms C has a Tesco credit account on which she’d agreed a plan whereby she was making monthly payments of... (2 pages)View decision -
Decision Reference DRN-5956600
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5956600 The complaint Mr A complains Revolut Ltd closed his account due to an error on its part by incorrectly identifying and registering his name. Mr A says Revolut should recognise its error and reinstate his account. What happened The details of this complaint are well known by ... (2 pages)View decision