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 393318 results
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Decision Reference DRN-5576276
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5576276 The complaint D a limited company complains NATIONAL WESTMINSTER BANK PUBLIC COMPANY LIMITED unfairly blocked its account and withheld funds. D is represented by a director – Mr D. What happened The facts of the complaint are well known to both parties, so I will only prov... (3 pages)View decision -
Decision Reference DRN-5863259
27 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5863259 The complaint Miss P complains Starling Bank Limited recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. What happened Miss P held an account with Starling. In May 2021, she received a payment from a third- party, through a bank tra... (3 pages)View decision -
Decision Reference DRN-5842905
27 Nov 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5842905 The complaint Mr C complains about the quality of a vehicle that was supplied through a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). Mr C also believes the finance agreement was mis-sold to him. What happened In January 2023, Mr C acquired a n... (4 pages)View decision -
Decision Reference DRN-5647964
27 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5647964 The complaint Mr R complains Accelerant Insurance Europe SA/NV UK Branch has unfairly avoided his policy and so declined a claim he made on his commercial home insurance policy. Mr R has been represented in bringing this complaint, but for ease I’ve referred to all comments... (3 pages)View decision -
Decision Reference DRN-5973312
27 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5973312 The complaint Mr W complained to us that Aviva had made mistakes and given him the wrong information over a number of years in respect of accessing his pension benefits. He told us this was going to cause him future loss of around £84,000. What happened In 2022 the Finance ... (9 pages)View decision -
Decision Reference DRN-5680046
27 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5680046 The complaint Mr F complains about his liability in relation to a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In August 2023, a used vehicle costing £35,500 was purchased and financ... (3 pages)View decision -
Decision Reference DRN-5960548
27 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5960548 The complaint Mr V complains that OneSavings Bank Plc trading as Kent Reliance didn’t treat him fairly when he fell into arrears on his mortgage. He complains that it’s taken repossession action, failed to tell him about court hearings, and misled the court. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5980591
27 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5980591 The complaint Mr and Mrs M 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) d... (6 pages)View decision -
Decision Reference DRN-5909593
27 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5909593 The complaint Mr S complains Lowell Portfolio I Ltd’s actions in pursuing debts he disputes have caused undue stress, breaches multiple legal and regulatory provisions, and demonstrated a lack of professionalism. What happened Mr S says Lowell claims to have acquired three d... (5 pages)View decision -
Decision Reference DRN-5907366
27 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5907366 The complaint Mr W has complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) in relation to a claim under his home insurance policy. For the avoidance of doubt, the term ‘Lloyds’ includes reference to its agents and representatives. What h... (4 pages)View decision