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 384133 results
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Decision Reference DRN-5737515
1 Dec 2025 Attivo Financial Services Limited Not upheldInvestmentsDRN-5737515 The complaint Mrs G complains that Attivo Financial Services Limited (‘Attivo’) has provided her an inadequate service when it gave her financial advice about her investments. In particular it was unable to explain information within the advice as Attivo itself did not under... (5 pages)View decision -
Decision Reference DRN-5737478
1 Dec 2025 Attivo Financial Services Limited Not upheldInvestmentsDRN-5737478 The complaint Mr G complains that Attivo Financial Services Limited (‘Attivo’) has provided him an inadequate service when it gave him financial advice about his investments. In particular it was unable to explain information within the advice to him as Attivo itself did not... (5 pages)View decision -
Decision Reference DRN-5898807
1 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5898807 The complaint Mr H complains that Metro Bank PLC sent him his bank card and Personal Identification Number (PIN) for the card in the same envelope on two occasions. What happened Mr H reported fraudulent use of his card in June 2025. As a result, his card was cancelled. A n... (3 pages)View decision -
Decision Reference DRN-5747225
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747225 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Ms A throughout this decision. What happened The ba... (2 pages)View decision -
Decision Reference DRN-5335287
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5335287 The complaint M, a limited company, has complained National Westminster Bank Public Limited Company did nothing to identify and stop fraudulent payments being made to one of their customers’ accounts. What happened M operates as a small business and holds an account with a b... (4 pages)View decision -
Decision Reference DRN-5971035
1 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5971035 The complaint Mr C complains that the car he acquired through Santander Consumer (UK) Plc (“Santander”) wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr C entered a conditional sale agreement in March 2024 to acquir... (3 pages)View decision -
Decision Reference DRN-5986822
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5986822 The complaint Mr D and Miss R’s complaint is about a claim they made on their Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mr D and Miss R say that C&G treated them unfairly. What happened I issued a provisi... (3 pages)View decision -
Decision Reference DRN-5758008
1 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5758008 The complaint Mr C complains that Nationwide Building Society (“Nationwide”) acted irresponsibly when it failed to notice he was struggling financially and over reliant on his overdraft during its annual reviews. Mr C also complains about Nationwide granting him a credit ca... (4 pages)View decision -
Decision Reference DRN-5912445
1 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5912445 The complaint Mr C complains about the service he received following a claim made on his motor insurance policy with Liverpool Victoria Insurance Company Limited (LV). What happened Mr C held a motor insurance policy with LV. He made a claim when his car was stolen in Augus... (3 pages)View decision -
Decision Reference DRN-5732288
1 Dec 2025 U Drive Cover Limited Not upheldInsuranceDRN-5732288 The complaint Mr D complains that U Drive Cover Limited (U Drive) unfairly charged a cancellation fee when he decided not to go ahead with a car insurance policy following an increase to the premium quoted. What happened The circumstances of the case are well known to both p... (2 pages)View decision
