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 381196 results
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Decision Reference DRN-5585252
26 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5585252 The complaint Mr X says Scottish Widows Limited changed the terms and conditions of his group personal pension without informing him. He says this has caused him financial detriment and stress. What happened Mr X’s pension with Scottish Widows was set up by a previous employ... (6 pages)View decision -
Decision Reference DRN-5629201
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5629201 The complaint Mr S complains about the rate of interest he’s been charged on a loan provided to him by National Westminster Bank Public Limited Company (NatWest). He recalls the rate being much lower. What happened In May 2024, Mr S applied for a loan with NatWest online us... (3 pages)View decision -
Decision Reference DRN-5561728
26 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5561728 The complaint Mr F complains about problems he has had with a car RCI Financial Services (“RCI”) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead,... (5 pages)View decision -
Decision Reference DRN-5636074
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5636074 The complaint Mr I says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that this has led to him having a card that he cannot afford. And th... (3 pages)View decision -
Decision Reference DRN-5560451
26 Jun 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5560451 The complaint Ms M and Mr M, who are mother and son, complain about mortgage advice they were given by an appointed representative of Mortgage Advice Bureau Limited (MAB). What happened Ms M and Mr M had a mortgage with a lender I’ll call S. Their fixed rate was due to expir... (4 pages)View decision -
Decision Reference DRN-5425307
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5425307 The complaint Mr N complains that Santander UK Plc closed his accounts with it. He believes the bank has unfairly discriminated against him. What happened On 3 August 2024 Mr N went to his branch of Santander to withdraw £4,500 in cash. He says he needed the money to pay a b... (3 pages)View decision -
Decision Reference DRN-5564034
26 Jun 2025 Need To Insure Ltd Not upheldInsuranceDRN-5564034 The complaint Mr J complains about the service received from Need to Insure Ltd (“NTIL”) when arranging the cancellation of his motor insurance policy. He says they delayed in processing his request to cancel his policy, charged him a higher cancellation fee than they should... (3 pages)View decision -
Decision Reference DRN-5587112
26 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5587112 The complaint Mr S complains that Nationwide Building Society has not refunded the money he lost to a scam. What happened In December 2022 Mr S was called by someone working for an investment company – which I’ll call C – and discussed investment opportunities. Mr S said he... (4 pages)View decision -
Decision Reference DRN-5648924
26 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5648924 The complaint Mr A complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. The complaint has been brought on Mr A’s behalf by a personal representative, for ease I’ll refer to Mr A throughout. What happened Mr A said he received ... (5 pages)View decision -
Decision Reference DRN-5649599
26 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5649599 The complaint Mr O complains that HSBC UK Bank Plc hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr O says he’s fallen victim to an investment scam. In or around August 2022, he was invited to a webinar by a marketer for a company I’ll refer to as ‘V... (6 pages)View decision
