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 392389 results
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Decision Reference DRN-5518908
20 Nov 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5518908 The complaint Mr K complains about the problems he had when instructing Financial Administration Services Limited (trading as Fidelity) to sell units in holdings within his investment accounts. He says the failure to execute his instructions when requested has caused him los... (4 pages)View decision -
Decision Reference DRN-5928516
20 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5928516 The complaint Mr K says Santander Consumer (UK) Plc trading as (‘Santander’) didn’t take reasonable steps to assist him when he couldn’t afford the repayments to his car finance. What happened This complaint is about a conditional sale agreement that Mr K took out to purcha... (3 pages)View decision -
Decision Reference DRN-5963670
20 Nov 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5963670 The complaint Mr C is complaining that Kroo Bank Ltd hasn’t refunded transactions which he says he didn’t authorise. What happened Around 5.30pm on 12 June 2024 Mr C received a call from a mobile number. The caller (who I’ll refer to as the scammer) said they were from Kroo ... (4 pages)View decision -
Decision Reference DRN-5673945
20 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5673945 Complaint Ms A says that J D Williams & Company Limited (trading as “Simply Be”) unfairly sent her letters that failed to notify her of the correct time limit to reject interest rate changes it was applying to her account. She’s also said that these letters failed to set... (5 pages)View decision -
Decision Reference DRN-5856957
19 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5856957 The complaint Mr K complains that the car he acquired through BMW Financial Services (GB) LIMITED trading as ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the engine failed and needs replacing and it’s the result of it not being maintained prior ... (4 pages)View decision -
Decision Reference DRN-5917103
19 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5917103 The complaint Mr R complains that Capital One (Europe) plc lent to him irresponsibly. What happened In April 2023 Mr R applied for a credit card with Capital One. Capital One approved the application and gave Mr R a credit card ending 5214 with a credit limit of £500. In Fe... (3 pages)View decision -
Decision Reference DRN-5688383
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688383 The complaint Mr B is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t reimburse money he lost to a scam. Mr B is represented by a third-party claims firm, but I will refer to Mr B here. What happened The background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-5930400
19 Nov 2025 KGM Underwriting Services Limited UpheldInsuranceDRN-5930400 The complaint Mr D complains that KGM Underwriting Services Limited (“KGM”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, made by a European vehicle manufacturer and first registere... (4 pages)View decision -
Decision Reference DRN-5893950
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5893950 The complaint Mr D and Miss F complain Bank of Scotland plc trading as Halifax won’t refund the money they believe they lost to a scam. What happened Mr D says he was researching ISA options and came across a broker who recommended an ISA with a whisky investment company, “W... (3 pages)View decision -
Decision Reference DRN-5747327
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747327 The complaint Mr D complains Bank of Scotland plc trading as Halifax won’t refund the money he believes he lost to a scam. What happened Mr D says he was researching ISA options and came across a broker who recommended an ISA with a whisky investment company, “W”. He says he... (3 pages)View decision