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 369228 results
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Decision Reference DRN-5391318
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5391318 The complaint Mr J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) reinvested the proceeds of a Fixed Term Savings Account (‘FTSA’) contrary to his instructions, which delayed him being able to access his money. What happened On 9 August 2023, Mr... (3 pages)View decision -
Decision Reference DRN-4872141
20 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-4872141 The complaint Mr O complains about a car supplied to him using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Mr O referred a complaint to us along with his representative. As the complainant is Mr O, for ease, I have a... (5 pages)View decision -
Decision Reference DRN-5372605
20 Mar 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5372605 The complaint Mr W’s complaint concerns an investment in two funds of funds, which was made in his self- invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr W is represented by a Claims Management Company (CMC). The CMC says, by allowing the investme... (37 pages)View decision -
Decision Reference DRN-5400673
20 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5400673 The complaint Mr B complains that Santander UK Plc won’t refund the money he lost after he fell victim to a scam. What happened In April 2023, Mr B saw an advert online for a company offering investment opportunities – I’ll call this company “A”. Mr B followed a link to A’s... (4 pages)View decision -
Decision Reference DRN-5032549
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5032549 The complaint Mr B complains that Revolut Ltd did not refund a payment he lost to a scam. What happened Mr B is represented by a claims management company on this complaint. For simplicity, I’ll refer to any submissions made either by Mr B directly or the claims management c... (8 pages)View decision -
Decision Reference DRN-5351973
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5351973 The complaint Mr D complains about U K Insurance Limited (UKI) continuing to charge premiums on his motor insurance policy, following a claim for the total loss of his vehicle. References to UKI in this decision include their agents. This decision covers a complaint by Mr ... (4 pages)View decision -
Decision Reference DRN-5267556
20 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267556 The complaint Mr Y complains that Barclays Bank UK Plc (Barclays) lent to him irresponsibly. What happened Mr Y has an overdraft with Barclays, it’s unclear when the initial lending decision was made but it appears Mr Y had an overdraft limit (including some sort of reserve... (6 pages)View decision -
Decision Reference DRN-5400828
20 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5400828 The complaint Mr C complains about how Clydesdale Bank Plc trading as Yorkshire Bank registered its charge over his property in connection with his mortgage. What happened Mr C took out a mortgage with Yorkshire in 2007. He borrowed around £60,000 over 25 years on interest o... (3 pages)View decision -
Decision Reference DRN-5412161
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5412161 The complaint Mr R complains about the service he received from Revolut when it blocked a payment of £10,000 that Mr R intended to invest. Mr R says he authorised the payment in Revolut’s app, but it wouldn’t allow him to proceed and failed to assist him or advise him what h... (4 pages)View decision -
Decision Reference DRN-5391571
20 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5391571 The complaint Mr C complains Esure Insurance Limited handled his motor insurance claim poorly. What happened In October 2023 Mr C’s car was damaged whilst parked in a car park. He called his motor insurer Esure. He said CCTV evidence, from the carpark, identified the third-... (3 pages)View decision
