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 384131 results
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Decision Reference DRN-5824086
20 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5824086 The complaint Miss P complains that Barclays Bank UK PLC has wrongly provided information about her account to a third party. What happened Miss P explains that she had a joint account with her mother. On 5 January 2025, her mother passed away. And the account was then chang... (2 pages)View decision -
Decision Reference DRN-5617804
20 Nov 2025 ReAssure Limited Not upheldInvestmentsDRN-5617804 The complaint Mr P and Mrs P on behalf of The P Trust complain about ReAssure Limited. They are unhappy about how ReAssure handled their withdrawal request and how documents were dealt with in support of this. What happened Mr P and Mrs P set up a discounted gift trust seve... (4 pages)View decision -
Decision Reference DRN-5785436
20 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5785436 The complaint Mr and Mrs M complain that Nationwide Building Society lent them money to buy their home, although the property they bought was of non-standard construction. They said this should have been noted in the survey Nationwide had done, and it shouldn’t have lent the... (3 pages)View decision -
Decision Reference DRN-5917468
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5917468 The complaint Miss M is unhappy Santander UK Plc blocked and closed her account. What happened Following Miss M applying for a savings account, Santander blocked Miss M’s current account on 7 May 2025 whilst it carried out a review. Following this review, they took the deci... (3 pages)View decision -
Decision Reference DRN-5791662
20 Nov 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5791662 The complaint Mr M complains TransUnion International UK Ltd is reporting incorrect information on his credit file. What happened Over a period of several years, Mr M says he’s had ongoing problems with a company I’ll refer to as O. As a result, he raised his concerns with O... (4 pages)View decision -
Decision Reference DRN-5330270
20 Nov 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5330270 The complaint Mr P complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) hasn’t refunded all the money he lost to a bank impersonation scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in... (4 pages)View decision -
Decision Reference DRN-5963636
20 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5963636 The complaint Mr R complains about a car supplied under a hire purchase agreement, provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘BMWFS’). What happened Around August 2024 Mr R acquired a used car under a hire purchase agreement with... (6 pages)View decision -
Decision Reference DRN-5871035
20 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5871035 The complaint Miss G’s complained that UK Insurance Limited (UKI) failed to deal with her claim after she contacted them when there was a leak at her property. What happened Miss G owns a rental property, which she lets out. She insures the property with UKI. She opted to ... (3 pages)View decision -
Decision Reference DRN-5963731
20 Nov 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5963731 The complaint Mrs S complains about a car supplied under a hire purchase agreement, provided by RCI Financial Services Limited. What happened Around June 2023 Mrs S acquired a used car under a hire purchase agreement with RCI. The car is listed with a cash price of £15,264,... (4 pages)View decision -
Decision Reference DRN-5950800
20 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5950800 The complaint Mr M complains about customer service provided to him by Nationwide Building Society. What happened Mr M called Nationwide to open a student account. He was initially given incorrect information that he wasn’t eligible for the account. He was transferred to ano... (2 pages)View decision
