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 123440 results
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Decision Reference DRN-5588215
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5588215 The complaint Miss J complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with a credit card. Miss J is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss J throughout. What h... (3 pages)View decision -
Decision Reference DRN-5638666
23 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5638666 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (25 pages)View decision -
Decision Reference DRN-5640220
23 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5640220 The complaint Miss C complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to two scams. What happened Miss C says that she received contact from an individual via a messaging app about an investment opportunity. She was asked to ma... (3 pages)View decision -
Decision Reference DRN-5632412
23 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5632412 The complaint Mr J complains that Bank of Scotland trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (4 pages)View decision -
Decision Reference DRN-5516560
22 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5516560 The complaint Ms F and Mr W complain that Ageas Insurance Limited (“Ageas”) hasn’t fairly dealt with a claim they made under their building insurance policy. What happened Ms F and Mr W made a claim for subsidence related damage to their insurer, Ageas. A subcontractor was a... (2 pages)View decision -
Decision Reference DRN-5209773
20 Jun 2025 Lendable Ltd UpheldConsumer CreditDRN-5209773 The complaint Mr A complains about the quality of a car he acquired under a hire purchase agreement with Lendable Ltd (Lendable). When I refer to what Mr A and/or Lendable said or did, it should also be taken to include things said or done on their behalf. What happened In... (6 pages)View decision -
Decision Reference DRN-5385551
20 Jun 2025 Openwork Limited UpheldInvestmentsDRN-5385551 The complaint Mr S complains that he was given unsuitable advice to invest in a portfolio by a representative of Openwork Limited trading as The Openwork Partnership. What happened In 2021 a representative of Openwork advised Mr S to invest £60,000 in the Openwork Graphene C... (6 pages)View decision -
Decision Reference DRN-5634831
20 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5634831 The complaint Mr T complains that Santander UK Plc blocked his credit card when he was attempting to purchase some crypto currency (crypto). He said he’s lost out on around £2,000 as a result. Mr T is represented in bringing this complaint, but for ease, I’ll refer to all a... (3 pages)View decision -
Decision Reference DRN-5576334
20 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576334 The complaint Mr and Ms R complain about U K Insurance Limited’s handling of a claim under their home insurance policy. U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents as bei... (6 pages)View decision -
Decision Reference DRN-5537951
20 Jun 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5537951 The complaint Mrs B and Ms O have complained about the way Astrenska Insurance Limited (trading as Collinson) handled a claim they made on a travel insurance policy. As it is Ms O leading on the complaint, I will mostly just be referring to her in this decision. What happe... (2 pages)View decision
