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
-
Decision Reference DRN-5791340
17 Oct 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5791340 The complaint Mr O complains that Marshmallow Insurance Limited (Marshmallow) cancelled his motor insurance policy without notice following an incident which led to a claim. References to Marshmallow include other organisations and individuals acting on its behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5864005
17 Oct 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5864005 The complaint Mrs A complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. What happened Mrs A was provided with two loans by RBS, the details are set out below. LoanDate Amount Term Monthly repayments 1 February 2024 £25,000 60 months £... (5 pages)View decision -
Decision Reference DRN-5855732
17 Oct 2025 One Sure Insurance Limited UpheldInsuranceDRN-5855732 The complaint Mr P complained that One Sure Insurance Limited took money from his bank account without notice. What happened Mr P took out a commercial motor insurance policy through One Sure. However, due to Mr P not responding to validation requests, the policy was cancell... (2 pages)View decision -
Decision Reference DRN-5873243
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5873243 The complaint Mr B has complained about how Lloyds Bank PLC (Lloyds) handled a refund claim he made to them. What happened Mr B purchased a holiday from a supplier I shall call ‘U’ in August 2023 using his Lloyds debit card. This was to the sum of £2,393.33 and was made via... (2 pages)View decision -
Decision Reference DRN-5775329
17 Oct 2025 National Counties Building Society Not upheldBanking and PaymentsDRN-5775329 The complaint Mr T complains National Counties Building Society trading as Family Building Society (FBS) reduced the interest it paid on its Windfall Bonds product, shortly after releasing further bonds. What happened Mr T explained FBS advertised a release of bonds in Augus... (3 pages)View decision -
Decision Reference DRN-5499736
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5499736 The complaint Mr I, on behalf of a charity I’ll call T, complains that Lloyds Bank PLC (Lloyds) didn’t credit T’s account with the correct amount, following a deposit he made. What happened Mr I told our service that he counted money collected from donations, before putting ... (3 pages)View decision -
Decision Reference DRN-5890660
17 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5890660 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-5870706
17 Oct 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5870706 The complaint Mr G complains about the way Saxo Capital Markets UK Ltd closed some of his positions when his account when into margin deficit. He says that it closed positions that shouldn’t have been closed and didn’t take into account additional collateral that meant his a... (3 pages)View decision -
Decision Reference DRN-5749578
17 Oct 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5749578 The complaint Mr C complains that Haven Insurance Company Limited (Haven) declined a claim he made on his motor insurance policy. What happened In November 2024, Mr C contacted Haven to notify it of a car incident that he was involved in. Mr C said he was driving along a r... (3 pages)View decision -
Decision Reference DRN-5890400
17 Oct 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5890400 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (‘Pru’) have failed to provide an annual investment bond statement to them in an acceptable format. What happened After not receiving their annual bond statement (ABS) on 31 October 2023, Mr a... (3 pages)View decision