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 388057 results
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Decision Reference DRN-6058035
12 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6058035 The complaint Miss N complains that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc is of unsatisfactory quality. What happened In March 2025, Miss N entered into a conditional sale agreement with Santander Consumer (UK) Plc (SC) to... (3 pages)View decision -
Decision Reference DRN-6072193
12 Jan 2026 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-6072193 The complaint A company I’ll refer to as R complains that Stripe Payments UK Limited closed their merchant services account and withheld funds. R is represented by Mrs B, a director. What happened R had a merchant services account with Stripe. But in February 2025 Stripe w... (3 pages)View decision -
Decision Reference DRN-5946737
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946737 The complaint Mr and Mrs P’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’), (2) de... (12 pages)View decision -
Decision Reference DRN-5944859
12 Jan 2026 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5944859 The complaint Mrs P complains that Virgin Media Mobile Finance Limited (‘Virgin’) are unfairly pursuing her for the balance of a fixed term loan when she never received her new mobile phone. Mrs P wants this reviewing. What happened Mrs P bought a new mobile phone on 15 Mar... (3 pages)View decision -
Decision Reference DRN-6033593
12 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6033593 The complaint Ms R complains about Lloyds Bank General Insurance Limited’s handling of her subsidence claim. Any reference to Lloyds Bank includes the actions of its agents. What happened The background to this complaint is well known to both parties, so I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-5793964
12 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5793964 The complaint Mrs P complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam What happened In 2025 Mrs P was contacted on WhatsApp from a person, that we now know to be a scammer, regarding a remote-working job opportunity. The scammer claimed t... (7 pages)View decision -
Decision Reference DRN-6025531
12 Jan 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6025531 The complaint Mr K and Mrs K complain that St. James’s Place Wealth Management Plc (SJP) provided incorrect advice, and they have suffered financial loss as a result. What happened Mr K and Mrs K obtained financial advice from SJP in 2022. They received separate financial ad... (8 pages)View decision -
Decision Reference DRN-5895737
12 Jan 2026 BROWN & BROWN INSURANCE BROKERS (UK) LIMITED Not upheldInsuranceDRN-5895737 The complaint A limited company I’ll refer to as “1” complains BROWN & BROWN INSURANCE BROKERS (UK) LIMITED (“Brown”) provided it with an unsuitable insurance policy and failed to disclose commission. What happened The details of this complaint are well-known to the part... (2 pages)View decision -
Decision Reference DRN-5672688
12 Jan 2026 Freetrade Limited Not upheldInvestmentsDRN-5672688 The complaint Mr B complains that Freetrade Limited’s charges for transferring his US shares to another provider are excessive. What happened Mr B holds a general investment account with Freetrade. In February 2025 Mr B told Freetrade that he would like to transfer his inves... (3 pages)View decision -
Decision Reference DRN-6053187
12 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053187 The complaint Mrs R complains about the questions HSBC UK Bank Plc asks when making payments by phone to a foreign account she holds. In particular, she complains about the frequency and depth of its questions, often finding them to be intrusive. Mrs R has also expressed unh... (2 pages)View decision