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 400695 results
-
Decision Reference DRN-5620625
12 Nov 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5620625 The complaint Mr E complains that HSBC UK Bank Plc told him it would accept a reduced amount to settle a personal loan and later reversed this decision. What happened Mr E was unfortunately the victim of a scam. As part of that scam, he applied for a loan with HSBC in July 2... (4 pages)View decision -
Decision Reference DRN-5750075
12 Nov 2025 Shawbrook Bank Limited Not upheldMortgagesDRN-5750075 The complaint This complaint is from a limited company I’ll refer to as L, and relates to two buy-to-let (BTL) re-mortgages with Shawbrook Bank Limited (SBL). The complaint is brought by the company’s director, Miss G, who seeks reimbursement of almost £8,000 of extra intere... (4 pages)View decision -
Decision Reference DRN-5942774
12 Nov 2025 Allied Irish Banks Plc Not upheldMortgagesDRN-5942774 The complaint Mr L complains that Allied Irish Banks Plc won’t move his mortgage into his sole name following the death of the joint borrower. What happened Mr L and his former partner, who I’ll call Ms M, took out a joint mortgage with AIB, secured over the property they li... (5 pages)View decision -
Decision Reference DRN-5775536
12 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5775536 The complaint Ms F and Mr B complain that Liverpool Victoria Insurance Company Limited (LV) declined a claim they made under their home insurance policy. LV is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As LV h... (5 pages)View decision -
Decision Reference DRN-5863872
12 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5863872 The complaint Ms S is unhappy with how American Express Services Europe Limited (‘Amex’) approve online transactions. Ms S has been represented in this complaint by Mr O, who is also a secondary cardholder on the account. What happened The complaint circumstances are well k... (4 pages)View decision -
Decision Reference DRN-5944405
12 Nov 2025 The Shepherds Friendly Society Limited Not upheldInsuranceDRN-5944405 The complaint Mr M complains The Shepherds Friendly Society Limited (Shepherds Friendly) declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised event... (4 pages)View decision -
Decision Reference DRN-5795041
12 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795041 The complaint Mr S is unhappy with Nationwide Building Society. Mr S’s account was frozen as he had attempted to buy cryptocurrency. He spoke to the Nationwide fraud department and was shocked by its tone and manner. He felt like he was being interrogated for serious crime. ... (3 pages)View decision -
Decision Reference DRN-5889935
12 Nov 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5889935 The complaint Mr S complains that Harbour Rock Capital Limited (‘HR’) gave him unsuitable advice and didn’t follow a fair insistent client process in relation to the transfer of his defined benefit (‘DB’) pension to a self-invested personal pension (‘SIPP’) with provider ‘Fi... (11 pages)View decision -
Decision Reference DRN-5945790
12 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5945790 The complaint Mr and Mrs E complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs E purchased membership of a t... (3 pages)View decision -
Decision Reference DRN-5875978
12 Nov 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5875978 The complaint Mrs R complains that a car supplied with finance from CA Auto Finance UK Limited (CAAF) wasn’t of satisfactory quality. What happened In November 2024 Mrs R was supplied with a car and entered into a PCP agreement with CAAF. Mrs R experienced issues charging th... (3 pages)View decision