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 122183 results
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Decision Reference DRN-5396573
22 May 2025 Protector Insurance UK UpheldInsuranceDRN-5396573 The complaint Ms S is complaining about the way Protector Insurance UK has handled a claim she made against a commercial property insurance policy. Protector has used a number of agents to handle the claim on its behalf. But for ease of reference I shall refer to anything th... (4 pages)View decision -
Decision Reference DRN-5576310
22 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5576310 The complaint Mrs B complains that Ageas Insurance Limited (Ageas) declined a claim made under her home insurance policy. What happened Mrs B has a home insurance policy with Ageas. In April 2024 a section of the render on Mrs B’s external wall came off, so she made a claim... (5 pages)View decision -
Decision Reference DRN-5573222
21 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5573222 The complaint Mrs I complains that Monzo Bank Ltd is holding her liable for a loan and an overdraft she says were taken out by scammers. She accepts she moved the funds on from the loan, but says this was under the scammer’s instructions. What happened In August 2023, Mrs I ... (4 pages)View decision -
Decision Reference DRN-5387562
21 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5387562 The complaint Miss H complains Santander UK Plc gave her incorrect information when she opened a savings account and mishandled an application by her for a credit card. She complains she’s lost out on interest, been distressed and inconvenienced and had her credit file damag... (3 pages)View decision -
Decision Reference DRN-5064653
21 May 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5064653 The complaint Mr J, through his representative, complains about the advice he received from HARBOUR ROCK CAPITAL LIMITED trading as Pension Access, to transfer several of his pension arrangements to a self-invested personal pension (SIPP). He says this advice wasn’t suitable... (9 pages)View decision -
Decision Reference DRN-5575650
21 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5575650 The complaint Mr and Mrs M complain 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) deciding against p... (28 pages)View decision -
Decision Reference DRN-5559288
21 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5559288 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) gave him incorrect information about the amount he was required to pay in order to voluntary terminate his agreement. What happened In July 2022 Mr S was supplie... (3 pages)View decision -
Decision Reference DRN-5487529
21 May 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5487529 The complaint Mrs C complains that ZILCH TECHNOLOGY LIMITED (Zilch) treated her unfairly when she told it she was experiencing financial difficulties and was unable to make the required payments on her credit account. What happened Mrs C holds a revolving credit account with... (3 pages)View decision -
Decision Reference DRN-5120770
21 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5120770 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel investment scam. He says he saw an advert on social media for a compan... (9 pages)View decision -
Decision Reference DRN-5574159
21 May 2025 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5574159 The complaint Mr H has complained about the return of a mobile phone supplied under a fixed sum loan agreement with Hutchison 3G UK Limited trading as Three. What happened Mr H entered into a fixed sum loan agreement with Three in April 2024. He bought a phone which cost ar... (3 pages)View decision
