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 382297 results
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Decision Reference DRN-5546609
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5546609 The complaint Mrs H complains that Nationwide Building Society’s introduction to a third-party law firm, led to the mis-sale of a family trust resulting in emotional strain and she’s had to employ solicitors to rewrite her will, and amend the deeds and trust at her personal ... (3 pages)View decision -
Decision Reference DRN-5884065
7 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5884065 The complaint Miss S complains that Black Horse Limited (Black Horse) failed to collect a car she was financing through an agreement with them. What happened In November 2020 Miss S entered into a hire purchase agreement with Black Horse to fund a new car. The car was due to... (2 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN-5935566
7 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5935566 The complaint Miss H complains Specialist Motor Finance Limited (SMFL) failed to carry out adequate affordability checks prior to approving her for lending she says was unaffordable. Miss H also complains SMFL failed to take measures to alleviate her financial position when ... (6 pages)View decision -
Decision Reference DRN-5744683
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5744683 The complaint Mr P complains that Barclays Bank UK PLC didn’t do enough to protect his money when he fell victim to a sophisticated scam. Mr P wants his losses refunded along with 8% interest and £300 compensation for the upset he has been caused. Mr P is represented by a th... (4 pages)View decision -
Decision Reference DRN-5381726
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5381726 The complaint Mr and Mrs P complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost as a result of what they believe was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr and Mrs P bring their complaint with the assistance of... (4 pages)View decision -
Decision Reference DRN-5749620
7 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5749620 The complaint M and Mr M and Mrs M complain about errors made by U K Insurance Limited when setting up their landlord insurance policies. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M and Mrs M a... (3 pages)View decision -
Decision Reference DRN-5623801
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5623801 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened The background is known to both ... (3 pages)View decision -
Decision Reference DRN-5593732
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5593732 The complaint Mr B is unhappy Santander UK Plc hasn’t refunded him money, that he believes he has lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-5670514
7 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5670514 The complaint Mr H complains that Starling Bank (“Starling”), have failed to refund money that he lost as part of a scam. What happened Mr H met a person online. After a few weeks this person who I will call C persuaded Mr H to invest in a scam crypto trading company. Thes... (3 pages)View decision
