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 381194 results
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Decision Reference DRN-5918843
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5918843 The complaint Mr L, who is represented, complains that Santander UK Plc won’t reimburse him funds he says he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around October 2018, M... (3 pages)View decision -
Decision Reference DRN-5919521
4 Nov 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5919521 Complaint Mr A complains that Go Car Credit Limited (“Go Car Credit”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Background In April 2024, Go Car Credit... (7 pages)View decision -
Decision Reference DRN-5924707
4 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5924707 Complaint Miss I and Mr M have complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to their current account. They’ve effectively said that they shouldn’t have been provided with an overdraft and therefore the charges applied to their account were unfair... (6 pages)View decision -
Decision Reference DRN-5924702
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5924702 The complaint Mr B complains that Nationwide Building Society didn’t do enough to prevent the loss he suffered when he was the victim of a ‘safe account’ scam. Mr B has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr B wh... (3 pages)View decision -
Decision Reference DRN-5819851
4 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5819851 The complaint Miss V complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss V was contacted via social media by an individual I’ll refer to as M. M represented himself as a film producer with s... (4 pages)View decision -
Decision Reference DRN-5773640
3 Nov 2025 Domestic & General Services Limited UpheldInsuranceDRN-5773640 The complaint Mr R complains that Domestic & General Services Limited (D&G) didn’t provide policy documentation to him in a timely manner after he purchased a furniture protection plan. What happened In September 2023, Mr R purchased a wardrobe from a retailer, whic... (5 pages)View decision -
Decision Reference DRN-5905412
3 Nov 2025 Cofunds Limited Not upheldInvestmentsDRN-5905412 The complaint Mr C holds his Self-Invested Personal Pension (‘SIPP’), Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’) on the platform provided by Cofunds Limited trading as Aegon. The investments in these assets are conducted through an online porta... (5 pages)View decision -
Decision Reference DRN-5905401
3 Nov 2025 Scottish Equitable Plc Not upheldInvestmentsDRN-5905401 The complaint Mr C is represented by ‘R’, who holds a Power of Attorney for him. R manages the investments in Mr C’s Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’), both of which are held on the platform provided by Scottish Equitable Plc trading a... (5 pages)View decision -
Decision Reference DRN-5905406
3 Nov 2025 Cofunds Limited Not upheldInvestmentsDRN-5905406 The complaint Mrs E is represented (by ‘R’). She has an Individual Savings Account (‘ISA’) that is held on the platform provided by Cofunds Limited trading as Aegon. The investments in the ISA are conducted through an online portal and through an Independent Financial Advis... (5 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 pages)View decision
