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-5356914
15 Dec 2025 XTB Limited Not upheldInvestmentsDRN-5356914 The complaint Mr V complains that XTB Limited (XTB) allowed him to enter trades which were inappropriate for him. What happened Mr V has a contract for differences (CFD) trading account with XTB, which he completed an application to open on 6 July 2023. In the course of usi... (3 pages)View decision -
Decision Reference DRN-5773113
15 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5773113 The complaint Mr Z complains Experian Limited were incorrectly reporting information on his credit file and didn’t notify him of a default. What happened After being declined for a loan with a third-party lender, Mr Z says he became aware his Experian credit file wasn’t refl... (3 pages)View decision -
Decision Reference DRN-6014257
15 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-6014257 The complaint Mr R has complained about the way his claims have been handled by Zurich Insurance Company Limited and the amounts it has offered in settlement of them. Mr R is represented by Mr A. Any reference to Zurich includes its agents. What happened The details of th... (8 pages)View decision -
Decision Reference DRN-5854020
15 Dec 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5854020 The complaint Mr T complains that Yorkshire Building Society failed to recognise a third-party authority in place that allows his son to discuss his financial affairs on his behalf. Mr T says that as a result he was excluded from a financial service which amounts to discrimi... (3 pages)View decision -
Decision Reference DRN-5819751
15 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5819751 The complaint Mr I complains about the level of service provided by U K Insurance Limited (UKI) following a claim on his roadside assistance motor insurance policy. He wants £900 compensation for his upset and the losses he incurred. What happened Mr I’s car wouldn’t start, ... (3 pages)View decision -
Decision Reference DRN-5784029
15 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5784029 The complaint Ms J and Mr N complain that Nationwide Building Society (‘Nationwide’) has not reimbursed them after they fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happene... (5 pages)View decision -
Decision Reference DRN-5877686
15 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5877686 The complaint Miss D is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss D opened a Virgin Money ISA but found this highly stressful because she couldn’t find Virgin Money’s details on the Financial Services Compensation Scheme (FSCS) register. Miss D said whe... (4 pages)View decision -
Decision Reference DRN-6019612
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6019612 THE COMPLAINT Miss J complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in d... (3 pages)View decision -
Decision Reference DRN-6021883
15 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6021883 The complaint Mr J and Ms C have complained about their building warranty provider Society of Lloyd’s (SOL) because it declined their claim for major damage to two areas of first floor elevation glazing. Mr J has been the main correspondent on the claim and complaint. For e... (7 pages)View decision -
Decision Reference DRN-5814338
15 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5814338 The complaint Mr S complains Jaja Finance Ltd unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my decision. What... (1 page)View decision