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-5411847
31 Jul 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5411847 The complaint Mr L’s complaint relates to a lifetime mortgage he had with Legal & General Home Finance Limited (L&G). He is unhappy that it would not allow him to port the mortgage to the property of his choice and so he had to pay an early repayment charge when he m... (4 pages)View decision -
Decision Reference DRN-5328564
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5328564 The complaint Mr B has complained about Santander UK Plc not refunding the money he lost after falling victim to a scam. What happened Mr B looked up a particular cryptocurrency exchange, but found it wasn’t accessible from the UK. He commented about this on social media, an... (3 pages)View decision -
Decision Reference DRN-5328543
30 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5328543 The complaint Mr and Mrs B have complained that Nationwide Building Society won’t refund the money they lost in a scam. What happened Mr B looked up a particular cryptocurrency exchange, but found it wasn’t accessible from the UK. He commented about this on social media, and... (3 pages)View decision -
Decision Reference DRN-5572000
30 Jul 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5572000 The complaint Throughout this complaint it has mainly been dealt with by Mr S who is acting on behalf of the estate and his sister. So where possible I will refer to him throughout. The complaint is brought by the Estate of Mrs S. Mr S is unhappy with Goldman Sachs Investm... (3 pages)View decision -
Decision Reference DRN-5082013
30 Jul 2025 APM Capital Markets Limited Not upheldInvestmentsDRN-5082013 The complaint Mr R complains that he was prevented from withdrawing the bonus from his trading accounts with APM Capital Markets Limited (APM) because of the changes they made to the service they offered. What happened Mr R opened his accounts in September 2017 with Ayondo ... (3 pages)View decision -
Decision Reference DRN-5366004
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5366004 The complaint Mrs A complains that Moneybarn No. 1 Limited hasn’t dealt with the payments that she’s made to it under a conditional sale agreement correctly and that its reported adverse information about her payments to the credit reference agencies. What happened A used ca... (4 pages)View decision -
Decision Reference DRN-5703472
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5703472 The complaint Miss K complains about the amount of interest that has been charged by Lloyds Bank plc on her credit card account. What happened Miss K has a credit card account with Lloyds Bank. She used her credit card to pay £5,055.95 for a new kitchen in March 2025 and she... (2 pages)View decision -
Decision Reference DRN-5631636
30 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5631636 The complaint Ms J complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket was irresponsible in its lending to her. She wants to be put back in the position she would have been had the loan not been provided. What happened Ms J has complained about the loan provide... (3 pages)View decision -
Decision Reference DRN-5636537
30 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5636537 The complaint Ms P complains that HSBC UK Bank Plc provided her with poor service when she contacted them to set up a direct debit payment towards her credit card. What happened In late 2024, a number of calls were made to HSBC in connection with Ms P’s account. It seems so... (3 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision
