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-5542933
12 Dec 2025 Countrywide Assured Plc Not upheldInsuranceDRN-5542933 The complaint Mrs O complains that her life insurance with Direct Line (now Countrywide Assured Plc) was for a fixed-term and ended recently. She says this was mis-sold as she only ever intended to take out a policy for life. What happened Mrs O recently received a letter fr... (3 pages)View decision -
Decision Reference DRN-6009889
12 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6009889 The complaint Mr P has complained about Society of Lloyd’s (SoL’s) handling of a claim he made under his new home building warranty (warranty). Any reference to SoL in this decision, where relevant, also includes the underwriting syndicate, L, which provided the cover under ... (25 pages)View decision -
Decision Reference DRN-5820170
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5820170 The complaint Mr B complains that Barclays Bank UK PLC decided not to refund him the money he lost through a scam. Mr B has brought his complaint to us via a representative, but I will refer to him throughout for simplicity. What happened Mr B said that he found out about ... (4 pages)View decision -
Decision Reference DRN-5933447
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933447 The complaint Mr M complains about how Bank of Scotland plc trading as Halifax responded to a claim for money back in relation to a purchase made using his debit card. What happened In August 2024, Mr M used his debit card with Halifax to buy four alloy wheels and four tyres... (4 pages)View decision -
Decision Reference DRN-6018423
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018423 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 an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5916329
12 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5916329 The complaint Mr G complains about the quality of a vehicle that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). What happened In February 2025, Mr G acquired a used car through a hire p... (4 pages)View decision -
Decision Reference DRN-5861458
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5861458 The complaint Mr S complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is represent... (13 pages)View decision -
Decision Reference DRN-5871021
12 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5871021 The complaint Mr G has complained about a delay in transferring money into his account with Wise Payments Limited. What happened Mr G has an account with Wise. On 20 June 2025 a member of Mr G’s family sent 5,500,000 TRY to Mr G’s TRY account he held with Wise. Due to issues... (3 pages)View decision -
Decision Reference DRN-5980085
12 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-5980085 The complaint Mr C complains about the way Society of Lloyd’s has handled a claim he made on his building warranty. What happened Mr C’s home benefits from a ten-year building warranty, provided by SOL. He made a claim for an external crack under section three of the policy... (8 pages)View decision -
Decision Reference DRN-5968377
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5968377 The complaint Mr T has complained that Santander UK Plc gave notice in July 2025 that it planned to migrate his business account, which is free from fees, to an account which incurs a monthly fee in October 2025. Mr T says this is unfair as, when he opened the account, Sant... (4 pages)View decision