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-5978223
26 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5978223 The complaint Mrs W complains that Nationwide Building Society breached her personal data protection by sending her ex-husband a text message about her sole account. I sent the parties a provisional decision on 11 November 2025, in which I set out the following background i... (3 pages)View decision -
Decision Reference DRN-5795914
26 Nov 2025 HSBC UK Bank Plc Not upheldInsuranceDRN-5795914 The complaint Mr G complains that HSBC UK bank Plc cancelled his life policy protection plan without providing a proper explanation. What happened In February 2024, Mr G applied to HSBC and took out a life protection and critical illness policy. Mr G paid just under £70 per... (3 pages)View decision -
Decision Reference DRN-5944576
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5944576 The complaint Miss W complains about problems she experienced when trying to make a payment abroad from her Barclays Bank UK PLC current account. What happened Miss W had booked a holiday abroad, and on 9 July 2025 she contacted Barclays to ask how to pay for an excursion du... (4 pages)View decision -
Decision Reference DRN-5689726
26 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5689726 The complaint Ms I has complained about her property insurer Aviva Insurance Limited. She thinks it failed her and caused delays after she reported damage in her kitchen to it in October 2024. What happened Ms I, having been away for the end of the summer, returned home to ... (3 pages)View decision -
Decision Reference DRN-5693301
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5693301 The complaint Mr P has complained Barclays Bank UK PLC won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted une... (3 pages)View decision -
Decision Reference DRN-5712492
26 Nov 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5712492 The complaint Mr O complains that Hutchison 3G UK Limited trading as Three delayed in amending his credit file information in relation to a loan Mr O held with it. In addition, Mr O also argues Three delayed responding to his Subject Access Request (SAR). What happened Mr O ... (3 pages)View decision -
Decision Reference DRN-5933273
26 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5933273 The complaint Mr P complains that Nationwide Building Society blocked his payment. What happened On 9 August 2025 Mr P attempted to make a payment of £765.14 for tickets via his PayPal account which was linked to his Nationwide debit card. During the transaction, Mr P was di... (2 pages)View decision -
Decision Reference DRN-5907973
26 Nov 2025 GRATTAN PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5907973 The complaint Ms W, through her representative, complains that GRATTAN PUBLIC LIMITED COMPANY trading as Lookagain.co.uk (‘Grattan’) lent irresponsibly to her when it approved a credit account which she says she could not afford to repay. What happened Ms W applied for an a... (3 pages)View decision -
Decision Reference DRN-5682297
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5682297 The complaint Ms H complains that Santander UK Plc hasn’t reimbursed the funds she says were lost to a scam. What happened Ms H says that she was introduced to an investment opportunity by her brother-in-law, who had been successfully investing with a company I’ll call ‘B’ f... (4 pages)View decision -
Decision Reference DRN-5970226
26 Nov 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5970226 The complaint Mr M complains about a charge he was asked to pay by LEASYS UK LTD (Leasys) at the end of a car lease. What happened Mr M took receipt of a new car in March 2022. He financed the deal through a Personal Contract Hire agreement with Leasys. The car was returned ... (2 pages)View decision
