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 392389 results
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Decision Reference DRN-5090899
2 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5090899 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund him Mr S has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr S throughout this ... (4 pages)View decision -
Decision Reference DRN-5947381
2 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-5947381 The complaint This complaint is about three unregulated mortgages that Mr C took out in in 2008, with Bank of Scotland plc trading as Birmingham Midshires (BM). The complaint originates from Mr C’s acquisition of three buy-to-let (BTL) properties. There are several strands t... (3 pages)View decision -
Decision Reference DRN-5827929
2 Feb 2026 Bamboo Limited Not upheldConsumer CreditDRN-5827929 The complaint Miss C has complained that Bamboo Limited were irresponsible in supplying her with a loan in April 2023. What happened Bamboo provided Miss C with a loan for £2,000 in April 2023, repayable over 24 months, with monthly instalments of around £140 per month. Miss... (3 pages)View decision -
Decision Reference DRN-5813349
2 Feb 2026 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5813349 The complaint Mr P complains that errors by Scottish Widows Limited trading as Halifax Financial Services led to his pension savings being annuitized rather than transferred to another provider as he wanted. What happened Mr P had a stakeholder pension plan with Halifax Fin... (6 pages)View decision -
Decision Reference DRN-6074898
2 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6074898 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (‘Santander’). Mr M says that the car is not fit for purpose and it has been faulty from the t... (5 pages)View decision -
Decision Reference DRN-6119188
2 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6119188 The complaint Mr B complains because Aviva Insurance Limited only paid part of a claim under his travel insurance policy. All references to Aviva include the agents appointed to handle claims and complaints on its behalf. What happened Mr B is insured under a travel insuranc... (3 pages)View decision -
Decision Reference DRN-5803023
2 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5803023 The complaint Mr J has complained that Oakbrook Finance Limited were irresponsible in providing him with four loans, between December 2022 and June 2025. What happened Oakbrook provided Mr J with the following loans: Loan amount Date Monthly repayments Term (months) Status L... (3 pages)View decision -
Decision Reference DRN-5797879
2 Feb 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5797879 The complaint Miss G complains that Barclays Bank UK PLC shared sensitive personal information about her with a field agent it sent to her home in connection with her mortgage, and that the agent spoke to her inappropriately about that information. What happened Miss G has a... (2 pages)View decision -
Decision Reference DRN-5846342
2 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846342 The complaint Mr F complains that Nationwide Building Society won’t refund money he lost when he says he was the victim of an investment scam. Mr F's complaint is brought through professional representatives. But for ease I’ll refer to Mr F throughout this decision. W... (3 pages)View decision -
Decision Reference DRN-6005867
2 Feb 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-6005867 The complaint Mrs P says Scottish Equitable Plc, trading as Aegon, has failed to apply monthly contributions to her Group Personal Pension appropriately or at all in many instances. She raises concerns about the competence of the firm and its general handling of her interest... (7 pages)View decision