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-5332930
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332930 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In December 2024, Miss M received a text message asking if she was interested in a potential job. She replied that she was interested and wa... (3 pages)View decision -
Decision Reference DRN-5083950
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5083950 The complaint Mr V complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In or before September 2021, Mr V came across an advert on a social media website for a company offering investments in artwor... (4 pages)View decision -
Decision Reference DRN-5721337
15 Aug 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5721337 The complaint Mr B’s complaint is about a mortgage endowment policy he had with The Prudential Assurance Company Limited. His complaint points are: • that due to and administrative mistake by Prudential, his policy lost its qualifying status and so created a tax liability f... (4 pages)View decision -
Decision Reference DRN-5072352
14 Aug 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5072352 The complaint Mr S complains the copy trading feature of his eToro (UK) Ltd (“eToro”) account didn’t work as expected when copying a portfolio that used leverage. This includes the rebalancing that took place after he followed eToro’s prompts to add funds to his copy portfol... (5 pages)View decision -
Decision Reference DRN-5684725
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5684725 The complaint Miss F complains Santander UK Plc didn’t take her complaint about one of its manager’s seriously enough and that he called the police on her and behaved unprofessionally. What happened Miss F used to have several accounts with Santander. She also has clients wh... (2 pages)View decision -
Decision Reference DRN-5614078
14 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5614078 The complaint Mr S complains that 1st Central Underwriting Limited declined a claim on his motor insurance. What happened Mr S had a 1st Central motor insurance policy, originally taken out in June 2021. In October 2024 he was involved in an accident. He reported this to 1 s... (3 pages)View decision -
Decision Reference DRN-5706664
14 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5706664 The complaint Mrs W complains that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) was of an unsatisfactory quality. When I refer to what Mrs W has said and what MotoNovo has said, it should also be taken to include things sa... (4 pages)View decision -
Decision Reference DRN-5640074
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5640074 The complaint Mr F complains that Santander UK Plc cancelled his standing order and transferred his account to a debt collection agency. What happened Mr F says Santander had paid him compensation back in 2016 when it failed to allocate payments to his credit card. He says ... (2 pages)View decision -
Decision Reference DRN-5697577
14 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5697577 The complaint Mr D complains that a credit he tried to send to his JP Morgan Europe Limited trading as Chase account was rejected causing him financial loss, upset and inconvenience. Mr D wants compensation for the loss, time wasted and poor customer service. What happened ... (3 pages)View decision -
Decision Reference DRN-5463540
14 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5463540 The complaint Miss S complains that Nationwide Building Society (‘Nationwide’) unfairly suspended access to her account. What happened Miss S had a current account with Nationwide. Nationwide wrote to Miss S in April 2024 to explain her account had been temporarily frozen b... (3 pages)View decision
