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-5876418
29 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5876418 The complaint Mr C complains that Barclays Bank UK PLC unfairly closed his bank accounts without providing a proper explanation. What happened Mr C had a current account and investment ISA account with Barclays. In October 2024, Barclays reviewed Mr C’s accounts. Following... (4 pages)View decision -
Decision Reference DRN-5907095
29 Oct 2025 Brown Shipley & Co Limited Not upheldInvestmentsDRN-5907095 The complaint Mr and Mrs S have complained about the way in which Brown Shipley & Co Limited managed their investment portfolios, and the service they received from the business. What happened I have previously issued a provisional decision regarding this complaint. The... (11 pages)View decision -
Decision Reference DRN-5742166
29 Oct 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5742166 The complaint Mr and Mrs B complain that AA Underwriting Insurance Company Limited declined a claim they made under their contents insurance policy. As Mr B has primarily dealt with the matter, I’ll refer to him on behalf of Mrs B for ease of reading. Reference to AA includ... (2 pages)View decision -
Decision Reference DRN-5909562
29 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5909562 The complaint Mr H complains that Santander UK Plc: 1. Did not apply a payment to his buy-to-let mortgage correctly. 2. Incorrectly told him that he did not have an overpayment allowance remaining on another buy-to-let mortgage. What happened This complaint concerns two buy-... (3 pages)View decision -
Decision Reference DRN-5913982
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5913982 The complaint Mr H and Miss G are unhappy with the service HSBC UK Bank Plc provided Mr H when he visited one of their branches. What happened In May 2025 Mr H went to a HSBC branch to make a payment from his account. The agent asked to see Mr H’s photo identification (ID) ... (3 pages)View decision -
Decision Reference DRN-5914294
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5914294 The complaint Mr R complains that Barclays Bank UK PLC didn’t consider his health condition and unfairly defaulted his account. Mr R is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is wel... (6 pages)View decision -
Decision Reference DRN-5892575
29 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5892575 The complaint D, a limited company, has complained about the way Zurich Insurance Company Ltd handled a claim under a residential property owners policy. What happened D owns the freehold of a block of flats. It took out an insurance policy with Zurich covering (amongst othe... (3 pages)View decision -
Decision Reference DRN-5863158
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5863158 The complaint Mr S complains about actions taken by Santander UK Plc (‘Santander’). And he feels that Santander’s complaint handlers discriminated against him during phone calls by ignoring the fact he has particular requirements following a life-changing health event in dis... (5 pages)View decision -
Decision Reference DRN-5912152
29 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5912152 The complaint Mr B complains that The Royal Bank of Scotland plc (‘RBS’) charged him interest incorrectly on his credit card and didn’t communicate clearly with him. He’s concerned there is a systemic flaw affecting a wide number of RBS’s customers. Mr B wants an audit. He w... (4 pages)View decision -
Decision Reference DRN-5907096
29 Oct 2025 UWI Limited UpheldInsuranceDRN-5907096 The complaint Mrs F and X have complained about the actions taken by UWI Limited (‘UWI’) under their boiler and home cover insurance policy. For the avoidance of doubt, the term ‘UWI’ includes reference to UWI’s agents, contractors and representatives for the purposes of thi... (5 pages)View decision