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-6220259
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6220259 The complaint Mrs and Mr G’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-6156635
12 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6156635 The complaint Mrs W complains about the way HSBC UK Bank Plc treated her in relation to a security she gave for the debts of her daughter’s limited company. I will call that company B. What happened In 2020 Mrs W gave HSBC a charge over her property, to secure B’s existing ... (4 pages)View decision -
Decision Reference DRN-6196706
12 Mar 2026 Close Brothers Limited Not upheldConsumer CreditDRN-6196706 The complaint Mr C complains that the car he acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBL”) wasn’t of satisfactory quality. He wants CBL to pay for the cost of repairs or replace the car. What happened Mr C entered a conditional sale... (3 pages)View decision -
Decision Reference DRN-6020856
12 Mar 2026 Investengine (UK) Limited Not upheldInvestmentsDRN-6020856 The complaint Mr J complains that when he instructed InvestEngine (UK) Limited to transfer his ISA from another provider, it didn’t instruct an in-specie transfer. He said his existing provider sold his investments without his authority. He wanted the transfer reversed but I... (2 pages)View decision -
Decision Reference DRN-5908417
12 Mar 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5908417 The complaint R, represented by Mr R, has complained about its let property insurer INTACT INSURANCE UK LIMITED (Intact) because, after a year, it declined R’s claim for water damage. What happened In July 2024 Intact had been dealing with a water damage claim for R. It iss... (3 pages)View decision -
Decision Reference DRN-6218144
12 Mar 2026 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-6218144 The complaint A company, which I will refer to as H, complains that Tide Platform Ltd, trading as Tide, won’t reimburse money it lost to fraud. Ms M, who is a director of H, brings the complaint on H’s behalf. What happened As the circumstances of this complaint are well-kno... (5 pages)View decision -
Decision Reference DRN-6179285
12 Mar 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-6179285 The complaint Mr G, a sole trader, complains about what The National Farmers' Union Mutual Insurance Society Limited (NFU) did after he made a claim on the legal expenses section of his farm select insurance policy. What happened In May 2023 Mr G sought assistance from ... (3 pages)View decision -
Decision Reference DRN-6188791
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6188791 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t refund him the money he lost, to what he believes to be an Authorised Push Payment (‘APP’) investment scam. Mr H is professionally represented in bringing his complaint to our service, but for ease of... (5 pages)View decision -
Decision Reference DRN-6142713
12 Mar 2026 Union Bancaire Privée (UK) Limited Not upheldInvestmentsDRN-6142713 The complaint Mr and Mrs G complain that a portfolio Union Bancaire Privée (UK) Limited (UBP) advised failed to provide a sufficient return to settle a mortgage taken out alongside it. What happened Mr and Mrs G took out a mortgage on a non-advised basis with UBP, secured a... (8 pages)View decision -
Decision Reference DRN-6028707
12 Mar 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6028707 The complaint Mr H complains about Red Sands Insurance Company (Europe) Limited’s handling of his Motor Warranty claim. All references to Red Sands also include its appointed agents. What happened • Mr H made a claim under his warranty for damage to an alloy wheel on his veh... (2 pages)View decision