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-5739878
11 Dec 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5739878 The complaint Mr B, via his representative complains that Quilter Financial Services Limited (‘Quilter’) gave him unsuitable advice to switch an existing pension to a new personal pension arrangement. He says he should have been advised to maintain his existing pension rathe... (8 pages)View decision -
Decision Reference DRN-5971060
11 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5971060 The complaint Mr P complains about the service he received from Starling Bank Limited when he phoned to discuss opening new business accounts with it. What happened On 19 August 2025 Mr P says he phoned Starling to discuss opening new accounts but the agent he spoke to was r... (2 pages)View decision -
Decision Reference DRN-5752517
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5752517 The complaint S, a limited company, complains that National Westminster Bank Plc (NatWest) didn’t do enough to prevent their losses from what they believe was a scam, when they sent money to a customer’s account. S have appointed professional representatives for this compla... (3 pages)View decision -
Decision Reference DRN-6014972
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6014972 The complaint Mr K complains Lloyds Bank Plc has acted unfairly by not refunding a payment made using his credit card account. What happened In April 2025 Mr K made a payment to a hospitality company I’ll refer to as F, to provide bar services at an event. Mr K paid £1,200 u... (8 pages)View decision -
Decision Reference DRN-5944461
11 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5944461 The complaint Mrs W complains about a number of additional loans on her mortgage with Santander UK Plc. She says these loans were taken out by her husband without her knowledge or consent. What happened Mrs W took a mortgage in joint names with her husband in 1999 with Santa... (3 pages)View decision -
Decision Reference DRN-5976772
11 Dec 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5976772 The complaint Mr L’s complained that Aviva Protection UK Limited unfairly declined his critical illness claim and cancelled his policy because they said he’d made a misrepresentation in his application. What happened In summer 2023, Mr L bought a life and critical illness po... (3 pages)View decision -
Decision Reference DRN-5752488
11 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5752488 The complaint S, a limited company, complains that Metro Bank Plc didn’t do enough to prevent their losses from what they believe was a scam, when they sent money to a customer’s account. S have appointed professional representatives for this complaint, but for ease of read... (3 pages)View decision -
Decision Reference DRN-5830957
11 Dec 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5830957 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health has declined a claim he made on his health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision -
Decision Reference DRN-5983749
11 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5983749 The complaint Mr M complains about the way Creation Consumer Finance Ltd (‘CCF’) handled his claim for a refund. What happened This complaint relates to a purchase by Mr M of a touch screen tablet (the ‘tablet’). The tablet was purchased using credit provided by CCF. Mr M sa... (2 pages)View decision -
Decision Reference DRN-5591147
11 Dec 2025 Barclays Bank Plc UpheldInvestmentsDRN-5591147 The complaint Mr K complains about the way Barclays Bank Plc handled the transfer of his stocks and shares ISA. He says delays in completing the transfer caused him a financial loss and he lost the opportunity to benefit from the growth on his investments. What happened I w... (4 pages)View decision