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 387322 results
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Decision Reference DRN-6028155
29 Dec 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-6028155 The complaint Mr A complains that Computershare Investor Services Plc failed to properly acknowledge and investigate an incorrect cost basis shown for the shares he held in his employee Share Incentive Plan (SIP). Mr A says this error, and the delay in addressing it, affecte... (5 pages)View decision -
Decision Reference DRN-5866307
29 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5866307 The complaint Mr W complains that Nationwide Building Society misled him over the offer available to him for a Nationwide Flex account and failed to address his complaint in line with regulations. What happened Mr W wanted to take advantage of the 1% cashback offer available... (2 pages)View decision -
Decision Reference DRN-5979856
29 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5979856 The complaint Mr and Mrs M complain that The Co-operative Bank PLC misled them and caused delays before unfairly declining their request for additional mortgage borrowing. Mr M asks that The Co-op compensates them for the cost of repaying unsecured loans early and pays compe... (4 pages)View decision -
Decision Reference DRN-5973417
29 Dec 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5973417 The complaint Mr S has complained about the time it’s taking Lemonade Insurance N.V. to deal with his contents insurance claim following a burglary. What happened On 11 June 2025, Mr S made a claim following a burglary at his home which he said had taken place on 10 June whi... (2 pages)View decision -
Decision Reference DRN-6041898
29 Dec 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-6041898 The complaint Ms W complains that Lenvi Servicing Limited didn’t give consent for her to let her property. She says it misled her about this and took too long to make a decision. She said Lenvi hadn’t contacted her about paying off her arrears in instalments. What happened W... (3 pages)View decision -
Decision Reference DRN-6023010
29 Dec 2025 Lloyds Bank PLC Not upheldMortgagesDRN-6023010 The complaint Mr R complains that Lloyds Bank PLC treated him unfairly after the term of his interest only mortgage expired with an unpaid balance. Mr R would like Lloyds to give him more time to sell the property or remortgage. A family member, who I’ll refer to as Mrs R, h... (4 pages)View decision -
Decision Reference DRN-5934421
29 Dec 2025 Advance Mortgage Funding Limited Not upheldInsuranceDRN-5934421 The complaint Mr and Mrs R complain about a home insurance policy sold to them by Advance Mortgage Funding Limited trading as PRIMIS Mortgage Network. In particular, they say the cover recommended wasn’t sufficient and complain about misinformation they say they have been gi... (2 pages)View decision -
Decision Reference DRN-5934419
29 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5934419 The complaint Mr and Mrs R are unhappy that their claim for lost jewellery was declined by Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. What happened Mr R made a claim when his wife lost the diamond from a piece of jewellery inside ... (2 pages)View decision -
Decision Reference DRN-5884408
29 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5884408 The complaint Mr and Mrs W complain that Lloyds Bank PLC (“Lloyds”) won’t refund them the money they lost when they fell victim to a visa scam. As the payments now in question here were made from Mr W’s sole account, I will, for ease, refer to him throughout. What happened T... (5 pages)View decision -
Decision Reference DRN-5689794
29 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5689794 The complaint Miss P complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kn... (4 pages)View decision