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-5647285
21 Oct 2025 Pensionhelp Limited Not upheldPensions and AnnuitiesDRN-5647285 The complaint Mr N complains about advice he received from Pensionhelp Limited (“PH”) relating to the possible transfer of his defined benefit (“DB”) pension. What happened Mr N was in touch with an adviser from PH in December 2020. He wanted advice on whether to transfer h... (5 pages)View decision -
Decision Reference DRN-5710464
21 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5710464 The complaint Mr A complains about the amount U K Insurance Limited (“UKI”) said it would pay for a claim made on his home contents insurance policy. What happened In March 2025 Mr A’s car was broken into. A considerable amount of personal possessions were stolen from it. He... (3 pages)View decision -
Decision Reference DRN-5767063
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5767063 The complaint This complaint’s about a mortgage Mr S holds with Bank of Scotland plc trading as Halifax. The complaint relates primarily to how Halifax has dealt with Mr S during extended periods of financial hardship between 2019 and the present time. What happened The bro... (4 pages)View decision -
Decision Reference DRN-5588007
21 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5588007 The complaint Mr C complains that Santander UK Plc blocked and withheld a payment into his account. What happened Mr C had an account with Santander. In 2024, Mr C’s employer arranged for a third party to pay around £65,000 into his account. He says that this was outstanding... (2 pages)View decision -
Decision Reference DRN-5887779
21 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5887779 The complaint Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (18 pages)View decision -
Decision Reference DRN-5895202
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5895202 The complaint Miss B complains that Lloyds Bank PLC won’t refund the money she lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In Decem... (7 pages)View decision -
Decision Reference DRN-5893272
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5893272 The complaint Mr D complains that American Express Services Europe Limited (Amex) lent to him irresponsibly. What happened Mr D opened a gold credit card account with Amex in June 2021 with a credit limit of £18,000. No further limit increases were provided on this account. ... (4 pages)View decision -
Decision Reference DRN-5876994
21 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5876994 The complaint Mrs H complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc trading as Santander Consumer (‘Santander’). What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5705307
21 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5705307 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr H was approved for a Virgin Money credit card in July 2016 (which I will refer to as A in this decision), with a £7,100 credit limit. Mr H was approved f... (5 pages)View decision -
Decision Reference DRN-5845800
21 Oct 2025 BISL Limited Not upheldInsuranceDRN-5845800 The complaint Miss S complains that she was pursued by BISL Limited for her motor insurance policy premiums after they were refunded twice. What happened Miss S applied through an online comparison site for a motor policy with an insurer. BISL arranged the policy and assiste... (4 pages)View decision
