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-6117816
13 Mar 2026 Openwork Limited UpheldInvestmentsDRN-6117816 The complaint Ms M has complained that Openwork Limited didn’t provide all of the annual reviews she’d paid for in respect of her investment portfolio. She also says the charges associated with the service were high and she received unsuitable advice, which led to financial ... (9 pages)View decision -
Decision Reference DRN-6002295
13 Mar 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6002295 The complaint Mrs K’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (13 pages)View decision -
Decision Reference DRN-5996175
13 Mar 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5996175 The complaint Mr T complains that Bank of Scotland plc trading as Halifax stopped him from making card payments and cash withdrawals when he travelled abroad. What happened Prior to travelling to Thailand, Mr T visited his local branch and asked if he would be able to use hi... (2 pages)View decision -
Decision Reference DRN-6103986
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6103986 The complaint Santander UK Plc (‘Santander’) provided Miss S with a student overdraft in December 2019 with a limit of £2,000. Subsequently there no increases to the overdraft limit. Miss S says Santander failed to lend reasonably or to monitor the overdraft for financial di... (2 pages)View decision -
Decision Reference DRN-6207878
13 Mar 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6207878 The complaint Mr S complains Motability Operations Limited has refused to extend the lease on his adapted vehicle despite disability-related need, clinical reliance, and comparator evidence. What happened Mr S leased a vehicle from Motability. He took delivery of the vehicle... (2 pages)View decision -
Decision Reference DRN-6217264
13 Mar 2026 Allianz Insurance Plc Not upheldInsuranceDRN-6217264 The complaint M complain about Allianz Insurance Plc’s decision to decline a claim relating to subsidence damage. What happened The background to this complaint is very well known to both parties, so I’ll provide only a brief summary here, focussing on the key issues. M is a... (7 pages)View decision -
Decision Reference DRN-6014009
13 Mar 2026 Handelsbanken plc UpheldBanking and PaymentsDRN-6014009 The complaint Mr and Mrs W complain that Handelsbanken plc won’t reimburse money they say they lost to a scam. What happened In January 2025 Mr and Mrs W lent money to a business “C” for it to expand its operations and refurbish existing premises. The loan agreement was fo... (3 pages)View decision -
Decision Reference DRN-6202926
13 Mar 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-6202926 The complaint Mr and Mrs G complain about how Red Sands Insurance Company (Europe) dealt with a claim against their travel insurance policy. Reference to Red Sands includes its agents. What happened Mr and Mrs G bought a single-trip travel insurance policy underwritten by R... (3 pages)View decision -
Decision Reference DRN-5726920
13 Mar 2026 Society of Lloyd's UpheldInsuranceDRN-5726920 The complaint Mr C has complained about Society of Lloyd’s (SOL’s) handling of a claim he made under his new home building warranty. Any reference to SOL in this decision includes the underwriting syndicate, L, which provided the cover under Mr C’s warranty, together with i... (8 pages)View decision -
Decision Reference DRN-6069980
13 Mar 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6069980 The complaint Mr B PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket, lent to him irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Repayment (rounded) status 1 7 May 2022£3006 months Repaid early 23 Sept 2022 Gap in len... (3 pages)View decision