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-5689968
1 Dec 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-5689968 The complaint Mrs S and Mr S (‘the complainants’) say Hargreaves Lansdown Advisory Services Limited (‘HL’) recommended an unsuitable Onshore Investment Bond (‘OIB’) to them in 2009. HL disputes the complaint. It says – the OIB was suitable, it matched their objectives at the... (6 pages)View decision -
Decision Reference DRN-5886222
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886222 The complaint 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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (11 pages)View decision -
Decision Reference DRN-5909737
1 Dec 2025 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-5909737 The complaint Mr Z says Fair for You Enterprise CIC lent to him irresponsibly. What happened Fair for You provided Mr Z with three point of sale loans in total. It first provided Mr Z with a loan for £439.99, in July 2021, to purchase a washing machine. This loan was repaid ... (3 pages)View decision -
Decision Reference DRN-5926196
1 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5926196 The complaint Miss P complains that Metro set up two savings accounts for her when she only wanted one. And that it failed to tell her by post, as she said she’d requested, of changes to its charges for overseas payments and of the maturing of the savings accounts. What happ... (2 pages)View decision -
Decision Reference DRN-5680808
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5680808 The complaint X has complained about how Santander UK Plc dealt with overdraft arrears on their account. What happened X had a current account with Santander, which had been overdrawn for some time, and without regular credits being made into the account. Santander tried to ... (2 pages)View decision -
Decision Reference DRN-5943182
1 Dec 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5943182 The complaint Miss H complains about the redress provided by FIRST RESPONSE FINANCE LIMITED (who I’ll call FRF) when they approved rejection of a car she had been financing through an agreement with them. What happened Miss H took receipt of a used car in April 2025. She fin... (2 pages)View decision -
Decision Reference DRN-5772032
1 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5772032 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited (Admiral) has unfairly valued his vehicle following a claim on his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr D made a claim u... (3 pages)View decision -
Decision Reference DRN-5802953
1 Dec 2025 Vitality Health Limited Not upheldInsuranceDRN-5802953 The complaint Ms H complains that Vitality Health Limited trading as VitalityHealth unfairly declined her claim. What happened Ms H has a Personal Healthcare Plan with Vitality. In 2024 she made a reimbursement claim for treatment under two consultants, but Vitality decline... (4 pages)View decision -
Decision Reference DRN-5978418
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5978418 The complaint Mrs K is unhappy that HSBC UK Bank Plc (HSBC) won’t refund all the payment she made because of a cryptocurrency based, investment scam. What happened In 2023, Mrs K was a victim of a cryptocurrency based, investment scam which involved one debit card payment f... (5 pages)View decision -
Decision Reference DRN-5865710
1 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5865710 The complaint Ms S complains about Allianz Insurance Plc’s handling of her buildings insurance claim. All references to Allianz also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timelin... (3 pages)View decision