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 391431 results
-
Decision Reference DRN-6130090
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6130090 The complaint Mr J is unhappy that Santander UK PLC won’t reimburse him after he reported being the victim of a scam. What happened Both sides are aware of what happened so I will provide a brief summary. In February 2024, Mr J was looking for flights abroad. He said his sis... (5 pages)View decision -
Decision Reference DRN-6113186
4 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6113186 The complaint Mrs D complains that Clydesdale Bank Plc trading as Virgin Money has not paid an enhanced rate of interest on a fixed rate bond she held with them. What happened The Virgin Money brand is made up of different products and different providers. Virgin Money offer... (8 pages)View decision -
Decision Reference DRN-5831449
4 Feb 2026 Great Lakes Insurance SE UpheldInsuranceDRN-5831449 The complaint Mr O and Ms V complain about the way Great Lakes Insurance SE (‘Great Lakes’) dealt with a claim they made on their property insurance policy. Mr O is the freeholder and named on the policy underwritten by Great Lakes. Ms V, as a leaseholder, was a beneficiary... (4 pages)View decision -
Decision Reference DRN-5875191
4 Feb 2026 Teya Solutions Ltd. Not upheldBanking and PaymentsDRN-5875191 The complaint T is a company which has been represented in bringing this complaint by its director, whom I’ll call Mr D. T complains that Teya Solutions Ltd restricted and closed its account and then did not return funds held in it. What happened Teya Solutions provides paym... (2 pages)View decision -
Decision Reference DRN-6077896
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6077896 The complaint Mr V’s complaint is, in essence, that Clydesdale Financial Services 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’) a... (9 pages)View decision -
Decision Reference DRN-6103260
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6103260 The complaint A sole trader, Mr H (trading as O), complains that Santander UK Plc gave notice in July 2025 that it planned to migrate his account, which was free from fees, to an account which incurred a monthly fee. Mr H says this is unfair because when he opened the accoun... (4 pages)View decision -
Decision Reference DRN-6103226
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6103226 The complaint A sole trader, Mr H, complains Santander UK Plc gave notice in July 2025 that it planned to migrate his account, which was free from fees, to an account which incurred a monthly fee. Mr H says this is unfair because when he opened the account he was promised it... (4 pages)View decision -
Decision Reference DRN-5925182
4 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5925182 The complaint Miss L and Mr S complain that Aviva Insurance has unfairly declined to cover damage to their property following a storm. What happened In October 2024, Miss L and Mr S notified Aviva of a leak to their property following a storm. Aviva sent its appointed contra... (3 pages)View decision -
Decision Reference DRN-5945638
4 Feb 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-5945638 The complaint Mr S complains that Marshmallow Insurance Limited (Marshmallow) unfairly refused to pay a claim on his motor insurance policy, cancelled it and accused him of fraud. What happened In December 2024, Mr S was involved in a motor incident, so he made a claim unde... (3 pages)View decision -
Decision Reference DRN-6054903
4 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6054903 The complaint Mr W and the estate of Mrs W’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 Mr W and the late Mrs W under Section 140A of the Consumer Credit Act 19... (9 pages)View decision