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 401363 results
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Decision Reference DRN-5831074
16 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5831074 The complaint Mr L has complained Lloyds Bank PLC is continuing to hold him liable for two credit cards that he never applied for. What happened Mr L is represented in his complaint by his son. For ease I will refer to Mr L senior alone. In February 2025 Mr L’s wife died. Mr... (3 pages)View decision -
Decision Reference DRN-6023945
16 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6023945 The complaint O, is a limited company, who is represented by its director Mr B. He is unhappy with the exchange rate he received from Lloyds Bank PLC (Lloyds) when making international transfers from O’s business account. He says the exchange rate he received was unreasonabl... (3 pages)View decision -
Decision Reference DRN-5945590
16 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5945590 The complaint Ms W complains about the way Aviva Insurance Limited (Aviva) has handled a claim she made on her car insurance policy. Any reference to Aviva in this decision includes their agents. What happened In April 2025 Ms W’s car was hit by another while parked. So, sh... (3 pages)View decision -
Decision Reference DRN-5811977
16 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5811977 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase (Chase) refused to re- instate a bonus rate on his Chase Saver account when it expired. What happened In Mid-2024, Mr S opened a Chase Saver account, benefiting from a 1% bonus rate for 6 months. I... (3 pages)View decision -
Decision Reference DRN-5692413
16 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5692413 The complaint Mr F complains that Metro Bank PLC closed his account. What happened Mr F had an account with Metro. In March 2025, Metro decided to close Mr F’s account. It says it closed the account following a number of interactions where they had to give a warning for Mr... (2 pages)View decision -
Decision Reference DRN-6024307
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6024307 The complaint Mr and Mrs A’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... (13 pages)View decision -
Decision Reference DRN-5893668
16 Dec 2025 Arnold Clark Automobiles Limited Not upheldInsuranceDRN-5893668 The complaint Mr M complains that Arnold Clark Automobiles Limited (“Arnold Clark”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission... (4 pages)View decision -
Decision Reference DRN-6015467
16 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6015467 The complaint Mrs G complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs G is being represented by a third party. To keep things simple, I will refer to Mrs G throughout my decision. What happened The background of... (4 pages)View decision -
Decision Reference DRN-5938006
16 Dec 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5938006 The complaint Mr D complains that Trading 212 UK Limited (‘Trading 212’) imposed a 24-hour trading break on his CFD account despite his having updated his financial information. He says the restriction was unfair and disproportionate, caused him significant distress, and req... (3 pages)View decision -
Decision Reference DRN-6005450
16 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6005450 The complaint Mr B complains about the amount that he’s been charged by Moneybarn No. 1 Limited for a car that he returned when he voluntarily terminated a conditional sale agreement. What happened I issued a provisional decision on this complaint in September 2025 in which ... (5 pages)View decision