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 382298 results
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Decision Reference DRN-5792980
11 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5792980 The complaint Mr D complains that Nationwide Building Society (‘Nationwide) hasn’t fully refunded him after he fell victim to a scam. What happened In 2024, Mr D found an investment opportunity online with a company I’ll refer to as C. The investment involved the purchase a... (2 pages)View decision -
Decision Reference DRN-5732614
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732614 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited won’t pay costs he incurred following a claim on his European breakdown policy. What happened In March 2024, Mr M called Admiral for help under his European breakdown policy when his vehicle broke down. ... (3 pages)View decision -
Decision Reference DRN-5907770
10 Nov 2025 FIL Investments International Not upheldPensions and AnnuitiesDRN-5907770 The complaint Mr T complains about the service he received from FIL Investments International (FIL) when taking the proceeds of his Self-Invested Personal Pension (SIPP) to purchase an annuity. He believes FIL’s actions caused him to suffer a financial loss, for which he’d l... (12 pages)View decision -
Decision Reference DRN-5907792
10 Nov 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5907792 The complaint Mr T complains about the service he received from Legal and General Assurance Society Limited (LG) when taking the proceeds of his Self-Invested Personal Pension (SIPP) to purchase an annuity. He believes LG’s actions caused him to suffer a financial loss, for ... (17 pages)View decision -
Decision Reference DRN-5854831
10 Nov 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5854831 The complaint Mr R complains Kroo Bank Ltd (“Kroo”) closed his account without proper explanation, and that its terms do not expressly give it justification to have done so due to gambling transactions. Mr R says Kroos actions have caused him distress, inconvenience, and con... (2 pages)View decision -
Decision Reference DRN-5407431
10 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5407431 The complaint Mr M complains about the quality of a vehicle supplied to him by MotoNovo Finance Limited (“Motonovo”). What happened Mr M acquired a van through a hire purchase agreement from Motonovo in October 2023. It was around four to five years old and had covered aroun... (3 pages)View decision -
Decision Reference DRN-5940698
10 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5940698 The complaint Mr and Mrs F complain about how Advantage Insurance Company Limited (AIC) dealt with and settled an insurance claim following the loss of jewellery. What happened The background to this complaint and my initial conclusions were set out in my provisional decisi... (7 pages)View decision -
Decision Reference DRN-5803769
10 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5803769 The complaint Mr B is unhappy about the customer service he received from Lloyds Bank Plc. Mr B asked for a cheque to be cancelled but unfortunately Lloyds cancelled a different cheque instead. On a separate call Lloyds confirmed two cheques had been paid but this was inco... (2 pages)View decision -
Decision Reference DRN-5846418
10 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5846418 The complaint Mr L has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2021, a long-standing acquaintance introduced Mr L to a cryptocurrency investment scheme. Unfortunately, the scheme later t... (2 pages)View decision -
Decision Reference DRN-5849270
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5849270 The complaint Mr B complains about the way Santander UK Plc handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formal... (4 pages)View decision
