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-5985841
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5985841 The complaint C is unhappy with how HSBC UK Bank Plc (HSBC) handled a refund claim they made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve cons... (3 pages)View decision -
Decision Reference DRN-6014056
11 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-6014056 The complaint Miss R complains that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS) was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I tho... (5 pages)View decision -
Decision Reference DRN-5255667
11 Dec 2025 KW Wealth Planning Limited Not upheldInvestmentsDRN-5255667 The complaint Mr and Mrs P complain about a change KW Wealth Planning Limited (“KWFP”) made to their discretionary managed investment portfolio. They are dissatisfied with the change, and how it was carried out. They say: • They gave agreement to switch the multi-asset inves... (5 pages)View decision -
Decision Reference DRN-5956174
11 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5956174 The complaint Mr V is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened In October 2024, Mr V was supplied with a used car through a co... (4 pages)View decision -
Decision Reference DRN-5538449
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5538449 Complaint Miss Y is unhappy that Barclays Bank UK PLC didn’t refund her after she reported falling victim to a scam. Background Miss Y had enquired about joining the waiting list for social housing in her local area. In May 2023, she came across a profile on a social media ... (3 pages)View decision -
Decision Reference DRN-5747164
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5747164 The complaint Mr A has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr A has said he was contacted by the scammer who he thought was a lawyer in Romania who said his family qualified for citizenship. Mr A wanted his father and sisters to h... (3 pages)View decision -
Decision Reference DRN-5742610
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5742610 The complaint Mr E complains that Santander UK Plc (Santander) closed his account without providing a proper explanation. He says this caused him unnecessary stress and worry. What happened Mr E had an account with Santander. Mr E has explained that he uses his account to r... (4 pages)View decision -
Decision Reference DRN-5747246
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5747246 The complaint Mr A has complained that Santander UK Plc won’t refund money he lost to a scam. What happened Mr A has said he was contacted by who he thought was a lawyer in Romania, stating his family qualified for citizenship. Mr A wanted his father and sisters to have a m... (4 pages)View decision -
Decision Reference DRN-5904409
11 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5904409 The complaint Miss A complains that Motability Operations Limited trading as Motability Operations (who I’ll call MO) won’t fund the extras added to the specification of a car she was financing through an agreement with them. What happened The detailed background to this com... (2 pages)View decision -
Decision Reference DRN-5731743
11 Dec 2025 Wakam UK Limited Not upheldInsuranceDRN-5731743 The complaint Mr V complains Wakam UK Limited made unfair requests for evidence when assessing his claim. What happened Mr V holds a travel insurance policy linked to his bank account. The policy is underwritten by Wakam. In October 2024, Mr V had planned a trip abroad. Howe... (3 pages)View decision