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 374385 results
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Decision Reference DRN-5648003
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5648003 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) misled her about whether she would be able to obtain additional borrowing on her mortgage, and then refused her application. What happened X had a mortgage with NatWest. She planned to car... (8 pages)View decision -
Decision Reference DRN-5657484
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657484 The complaint Mr H is unhappy with Santander UK Plc. He said that Santander told him it could move his stocks and shares ISA account over from another financial services provider (H). Mr H completed the forms only to then be told by Santander it wasn’t possible to move the f... (3 pages)View decision -
Decision Reference DRN-5623647
29 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5623647 The complaint Mr L complains that Specialist Motor Finance Limited (‘Specialist’) entered into a Hire Purchase agreement with him when it wasn’t affordable. He has complained using a professional representative, but for ease I will refer to Mr L throughout. What happened In... (4 pages)View decision -
Decision Reference DRN-5782424
29 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5782424 The complaint Mr F complains, thorough his representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards his Self-Invested Personal Pension (SIPP). What happened Although Mr F is represent... (16 pages)View decision -
Decision Reference DRN-5230253
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5230253 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment scam. Mrs O is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5759852
29 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5759852 The complaint Mr G has complained about U K Insurance Limited (UKI) trading as Direct Line. He isn’t happy about the way it dealt with a claim under his landlord insurance policy. Any reference to UKI includes its agents that it is responsible for unless specified. What happ... (3 pages)View decision -
Decision Reference DRN-5565296
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5565296 The complaint Mr D complained about Admiral Insurance (Gibraltar) Limited’s actions after a claim on his motor insurance policy resulted in a county court judgement (CCJ) being taken against him. What happened Mr D said that Admiral took too long to settle a third party’s cl... (2 pages)View decision -
Decision Reference DRN-5635484
29 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5635484 The complaint Mr J has complained about the process of withdrawing his pension funds from The Prudential Assurance Company Limited (‘Prudential’). Mr J states he tried to withdraw his pension monies several times – starting in 2021 - but was unable to do so until October 202... (4 pages)View decision -
Decision Reference DRN-5457436
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457436 The complaint Ms L complains about a debt owing to Black Horse Limited (“Black Horse”) which has now been sold on to a third party. What happened Ms L voluntarily terminated a hire purchase agreement in 2021. The hire purchase agreement had been taken in 2018 with Black Hors... (3 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision
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