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 381082 results
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Decision Reference DRN-4949515
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4949515 The complaint Mr M complains that National Westminster Bank Public Limited Company (“NatWest”) won’t refund the money he lost when he was the victim of blackmail. Mr M brings his complaint with the assistance of a family member. For ease of reading within this final decisio... (4 pages)View decision -
Decision Reference DRN-5029711
5 Aug 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5029711 The complaint Mr M complains about the sale price of some shares in a fund that he sold through Financial Administration Services Limited (Fidelity). What happened On 2 May 2024 Mr M spoke with Fidelity and said he wanted to sell £10,000 worth of shares in the Legal & Ge... (2 pages)View decision -
Decision Reference DRN-5667661
5 Aug 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5667661 The complaint Ms S complaints that JAJA FINANCE LTD unfairly declined her claim for a transaction made using her credit card account. What happened My provisional decision of 23 July 2025 set out the background to this complaint: “Ms S booked a transfer from her holiday acco... (4 pages)View decision -
Decision Reference DRN-5736713
5 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5736713 The complaint Mr R complained about the response he got from AXA Insurance UK Plc when he asked about the cover he had under his buildings insurance policy. What happened I issued a provisional decision on this matter earlier this month, part of which is copied below: “Mr R... (4 pages)View decision -
Decision Reference DRN-5736055
5 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5736055 The complaint Mr H complains that The Royal London Mutual Insurance Society Limited sent him statements and continued to take premiums from his bank account even after it says it had closed his pension account. What happened Mr H had a personal pension policy with Royal Lond... (4 pages)View decision -
Decision Reference DRN-5736537
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5736537 The complaint Mr K is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) property investment scam. Mr K has brought the complaint with the assistance of a representative. For ease of readin... (6 pages)View decision -
Decision Reference DRN-5736624
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5736624 The complaint Mr K is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) property investment scam. Mr K has brought the complaint with the assistance of a representative. For ease of readin... (7 pages)View decision -
Decision Reference DRN-5718624
5 Aug 2025 UBS AG Not upheldPensions and AnnuitiesDRN-5718624 The complaint Mrs B is unhappy with a recommendation made by UBS AG (UBS) in 2019 to invest via her SIPP (Self Invested Personal Pension) in UBS’s Systematic Allocation Portfolio (SAP) product. Mrs B says the SAP was unsuitable for her and has caused her financial loss which... (12 pages)View decision -
Decision Reference DRN-5735762
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5735762 The complaint Miss L has complained about a credit card she took out in February 2023 with NewDay Ltd trading as Marbles. She’s said the credit card was unaffordable and shouldn’t have been approved. Miss L was initially represented in bringing her complaint albeit we are no... (4 pages)View decision -
Decision Reference DRN-5123980
5 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5123980 The complaint Mr and Mrs B complain that Bank of Scotland Plc trading as Halifax (“Halifax”) didn’t notify them that their accounts were to be closed and have concealed information from them since. What happened Mr and Mrs B held a savings account and a current account with ... (4 pages)View decision
