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 388057 results
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Decision Reference DRN-5960735
4 Dec 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5960735 The complaint Mr W complains about HDI Global Specialty SE ”HDI”’s handling of his building warranty claim. All references to HDI also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timel... (2 pages)View decision -
Decision Reference DRN-5914032
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5914032 The complaint Miss B complains on behalf of her limited company, which I will call T. Briefly, she considers that NATIONAL WESTMINSTER BANK PLC did not give T sufficient support during a period of financial difficulty. I give more details of Miss B’s concerns below. What h... (5 pages)View decision -
Decision Reference DRN-5626091
4 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5626091 Complaint Mr G has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr G with a loan... (3 pages)View decision -
Decision Reference DRN-5918292
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5918292 The complaint Miss M is unhappy Nationwide Building Society won’t reimburse her for the money she lost when she fell victim to a scam. What happened Miss M worked for a business I will call B. In 2021 she and her partner became aware of an investment in a scheme with a comp... (4 pages)View decision -
Decision Reference DRN-5918282
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5918282 The complaint Mr H and Miss M are unhappy Nationwide Building Society won’t reimburse them for the money they lost when they fell victim to a scam. What happened Miss M worked for a business I will call B. In 2021 she and Mr H became aware of an investment in a scheme with ... (4 pages)View decision -
Decision Reference DRN-5913615
4 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5913615 The complaint Mr B is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr B worked for a business I will call M, and in 2021 he became aware that M’s directors, along with various other employees, had invested i... (4 pages)View decision -
Decision Reference DRN-5667303
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5667303 The complaint Mr A complains Barclays Bank UK PLC unfairly blocked and closed his account without notice. Mr A says this resulted in an adverse recording on his credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a su... (3 pages)View decision -
Decision Reference DRN-5920381
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5920381 The complaint Mr C complains about U K Insurance Limited (“UKI”)’s handling of his buildings insurance claim. All references to UKI also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timel... (3 pages)View decision -
Decision Reference DRN-5339668
4 Dec 2025 Countrywide Assured Plc UpheldInsuranceDRN-5339668 The complaint Mr and Mrs S are unhappy that the surrender value of their Personal Protection Account (PPA) had reduced to £0 by the 2024 review, which they say they were unaware could happen. What happened Mr and Mrs S took out a PPA, which is a Reviewable Whole of Life (RW... (6 pages)View decision -
Decision Reference DRN-5880303
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5880303 The complaint Miss G complains that Nationwide Building Society changed her account without telling her and that, as a result, she was unable to transfer it to a different provider or operate it. What happened Miss G held an Individual Savings Account (ISA) with Nationwide. ... (2 pages)View decision