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-5665804
29 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5665804 The complaint Mr C complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited trading as Land Rover Financial Services (“LRFS”). What happened Mr C referred a complaint to us along with his representative. As the complainant is ... (3 pages)View decision -
Decision Reference DRN-5368234
29 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5368234 The complaint Mr L complains that Scottish Widows Limited set up an annuity when he reached aged 75 without his authority. He further complains that it would not allow him to reverse this. What happened Mr L had a personal pension with Scottish Widows. In early June 2022, a... (4 pages)View decision -
Decision Reference DRN-5711486
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5711486 The complaint Mr T complains about a NewDay Ltd trading as Opus (‘NewDay’) credit card being incorrectly linked to him. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (2 pages)View decision -
Decision Reference DRN-5499626
29 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5499626 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened Miss S was introduced to an investment by a friend. I’ll refer to the company offering the investment as D. Miss S says the directors ... (4 pages)View decision -
Decision Reference DRN-5582274
29 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5582274 The complaint Mr M is unhappy that Haven Insurance Company Limited (“Haven”) didn’t contribute a higher cash settlement to his undamaged “matched tiles” when he had a claim accepted for accidental damage in his kitchen. Haven was providing a home insurance policy. What happe... (2 pages)View decision -
Decision Reference DRN-5722794
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5722794 The complaint Miss J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss J applied for an Aq... (3 pages)View decision -
Decision Reference DRN-5187692
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5187692 The complaint Mrs P is unhappy that Santander UK Plc has declined to refund transactions from her account that she says she didn’t authorise. What happened Between 17 and 31 August 2024, a number of Automated Teller Machine (ATM) withdrawals totalling £2,050 were made from M... (2 pages)View decision -
Decision Reference DRN-5516485
29 Jul 2025 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-5516485 The complaint Ms B and Mr H are complaining about the way China Taiping Insurance (UK) Co Ltd (‘CTI’) has handled a claim they made on their buildings insurance policy. What happened In 2019 Ms B and Mr H noticed damage arising on their property as a result of subsidence. So... (4 pages)View decision -
Decision Reference DRN-5313106
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5313106 The complaint Mr and Mrs J complain that Nationwide blocked their bank account. What happened Mr and Mrs J had an account with Nationwide. In June 2024, Nationwide emailed Mrs J to say it had blocked the account because it needed more information about her. Mr and Mrs J thin... (3 pages)View decision -
Decision Reference DRN-5722682
29 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5722682 The complaint Ms B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for an Aqua credit card in April 2020. In her application, Ms B said she had an annu... (3 pages)View decision
