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 386796 results
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Decision Reference DRN-5984078
19 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5984078 The complaint Mr and Mrs J’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-5758097
19 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5758097 The complaint The Co-operative Bank Plc, trading as Co-op Bank (‘Co-op’) provided Mr B with an overdraft of £500 in August 2022, increasing it on three occasions: in February 2023, July 2023 and June 2024. Mr B says Co-op shouldn’t have agreed to the overdraft and increases... (2 pages)View decision -
Decision Reference DRN-5973222
19 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5973222 The complaint Mr K is unhappy with how HSBC UK Bank Plc dealt with his Data Subject Access Request (DSAR). What happened Mr K is a customer of HSBC. He made a DSAR to HSBC in June 2025 and HSBC responded and provided information to Mr K. Mr K complained about a number of thin... (3 pages)View decision -
Decision Reference DRN-6017278
19 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6017278 The complaint Mrs A and Mr B are unhappy that Zurich Insurance Company Ltd have declined a claim they made on their travel 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 on ... (2 pages)View decision -
Decision Reference DRN-6035034
19 Dec 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-6035034 The complaint Mr A complains that FirstRand Bank Limited trading as Motonovo Finance irresponsibly provided him with an unaffordable regulated hire purchase agreement. Mr A’s complaint has been brought by a professional representative, however for ease I’ve referred to all ... (4 pages)View decision -
Decision Reference DRN-5771408
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771408 The complaint Mr S complains that Monzo Bank Ltd closed his bank account without notice. What happened Mr S had an account with Monzo. In May 2025, Monzo decided to close Mr S’s account. Mr S says this cut off his access to money at a time when he was especially vulnerable. ... (2 pages)View decision -
Decision Reference DRN-5950108
19 Dec 2025 Rock Insurance Services Limited UpheldInsuranceDRN-5950108 The complaint Miss D is unhappy with the service she received from Rock Insurance Services Limited, the administrator of her travel insurance policy (‘the policy’), after the policy was taken out. What happened Miss D applied for the policy. She was due to travel a few days... (3 pages)View decision -
Decision Reference DRN-5853683
19 Dec 2025 Scottish Widows Limited Not upheldInsuranceDRN-5853683 The complaint Mr H complains Scottish Widows Limited has unfairly delayed making a decision on his claim. What happened Mr H has held an income protection policy for many years. The policy is designed to pay benefits in the event that Mr H is unable to work due to accident o... (3 pages)View decision -
Decision Reference DRN-5441201
19 Dec 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5441201 The complaint Miss R complains that CarCashPoint Limited irresponsibly provided her with two logbook loans. What happened Miss R was provided with two logbook loans in July and September 2023 respectively. The first was for £760 and due to be repaid in 36 monthly instalment... (5 pages)View decision -
Decision Reference DRN-6015327
19 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6015327 The complaint Miss C and Mr G complain on behalf of the C Trust (‘the trust’). They complaint that Aviva Life and Pensions UK Limited declined a claim made on a Life Insurance policy which included global health cover. What happened Miss C claimed on the life insurance polic... (2 pages)View decision
