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-5752488
11 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5752488 The complaint S, a limited company, complains that Metro Bank Plc didn’t do enough to prevent their losses from what they believe was a scam, when they sent money to a customer’s account. S have appointed professional representatives for this complaint, but for ease of read... (3 pages)View decision -
Decision Reference DRN-5830957
11 Dec 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5830957 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health has declined a claim he made on his health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision -
Decision Reference DRN-5983749
11 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5983749 The complaint Mr M complains about the way Creation Consumer Finance Ltd (‘CCF’) handled his claim for a refund. What happened This complaint relates to a purchase by Mr M of a touch screen tablet (the ‘tablet’). The tablet was purchased using credit provided by CCF. Mr M sa... (2 pages)View decision -
Decision Reference DRN-5591147
11 Dec 2025 Barclays Bank Plc UpheldInvestmentsDRN-5591147 The complaint Mr K complains about the way Barclays Bank Plc handled the transfer of his stocks and shares ISA. He says delays in completing the transfer caused him a financial loss and he lost the opportunity to benefit from the growth on his investments. What happened I w... (4 pages)View decision -
Decision Reference DRN-5984360
11 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5984360 The complaint The estate of Ms L is unhappy that Legal and General Assurance Society Limited declined a claim made on the late Ms L’s life insurance policy. What happened Ms L had a life insurance policy. She sadly died as a result of metastatic appendiceal mucinous neoplasm... (3 pages)View decision -
Decision Reference DRN-6013607
11 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-6013607 The complaint Miss O complains TSB Bank plc (“TSB”) closed her account without explanation and demanded she pay back her overdraft causing her significant distress, inconvenience, and financial difficulty. Miss O is also unhappy with inaccurate messages from TSB which said s... (4 pages)View decision -
Decision Reference DRN-5974168
11 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5974168 The complaint Ms H has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under her mobile phone policy. What happened Ms H made a claim for accidental damage to her phone. Assurant arranged for Ms H to have her phone repaired at a shop. W... (3 pages)View decision -
Decision Reference DRN-5912474
11 Dec 2025 Chetwood Financial Limited UpheldBanking and PaymentsDRN-5912474 The complaint Miss G complains that Chetwood Financial Limited trading as Wave applied a default against her credit card account after she offered to set up a payment plan. What happened Miss G held a credit card account with Wave. Arrears started to accrue on the account in... (3 pages)View decision -
Decision Reference DRN-5943377
11 Dec 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5943377 The complaint Mrs Z complains that Al Rayan Bank PLC blocked her debit card and did not provide appropriate support to ensure she could use it again. What happened In February 2025 Mrs Z’s debit card was blocked. She was out shopping at the time and says that she was left un... (2 pages)View decision -
Decision Reference DRN-5886460
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886460 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 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