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 380824 results
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Decision Reference DRN-5547859
7 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5547859 The complaint Mrs B complained that U K Insurance Limited (“UKI”) unfairly held her liable for a damage claim made by a third-party, under her motor insurance policy. What happened A third-party (TP) made a claim against Mrs B’s policy for damage resulting from a collision. ... (3 pages)View decision -
Decision Reference DRN-5535307
7 Aug 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5535307 The complaint Mr and Mrs W have complained about two buy to let (“BTL”) mortgages they hold with The Mortgage Works (UK) Plc (“TMW”). They’re unhappy that their two accounts went onto the reversionary variable rate for a time, rather than onto new fixed rate products. What h... (4 pages)View decision -
Decision Reference DRN-5739439
7 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5739439 The complaint Mr B complains that Barclays Bank UK PLC misled him about the amount of money he would have available when he ported his mortgage to a new property. What happened Mr B has a mortgage with Barclays. In 2024 he decided to move house and applied to port his existi... (5 pages)View decision -
Decision Reference DRN-5422466
7 Aug 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5422466 The complaint Mr P complains that PRA Group (UK) Limited (PRA) are harassing him because they are attempting to collect a debt he says they haven’t proved he is liable for. What happened Mr P’s complaint centres around a credit card account. The original lender (OL) sold th... (3 pages)View decision -
Decision Reference DRN-5565918
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5565918 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded money he lost to a scam. What happened Mr M was talking with a friend, who invited him to the offices of an investment company, which I’ll call B. There, Mr M was i... (6 pages)View decision -
Decision Reference DRN-4897146
7 Aug 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4897146 The complaint Mr and Mrs M complain about a reviewable whole of life (RWOL) policy they hold with Zurich Assurance Ltd. They think the policy was mis-sold and that it has been mismanaged. What happened Mr M took out policy in 1982 as he and a business partner had just starte... (5 pages)View decision -
Decision Reference DRN-5735228
7 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5735228 The complaint Mr B (on behalf of his limited company, M) complains that Santander UK Plc did not refund all of the money M lost when Mr B fell victim to a scam. What happened Mr B was contacted by someone who was well known in his local community, about an investment opport... (4 pages)View decision -
Decision Reference DRN-5607182
7 Aug 2025 Fiveways Financial Planning Limited Not upheldInvestmentsDRN-5607182 The complaint Ms M and Mrs W, as trustees of the M Trust, complain about investment advice provided by Fiveways Financial Planning Limited. In summary, they feel the performance of the recommended investment has been poor and the fees charged for the advice excessive. Furthe... (3 pages)View decision -
Decision Reference DRN-5732453
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5732453 The complaint On 2 June 2021, Mrs S made a payment of £5,000 from her account with HSBC UK Bank Plc (‘HSBC’) in connection with an investment opportunity which she now considers to be a scam. She complains that HSBC won’t refund the money she lost to an authorised push payme... (13 pages)View decision -
Decision Reference DRN-5738502
7 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5738502 The complaint Miss S complained about U K Insurance Limited’s (“UKI”) handling of a claim, its decision to categorise her car as a total loss, and the settlement payment she received, under her motor insurance policy. What happened Miss S was involved in a car accident. She... (4 pages)View decision
