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-5958352
19 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5958352 The complaint Mrs C complains that Nationwide Building Society provided incorrect terms and conditions for a fixed rate savings bond she opened online. What happened In December 2023, Mrs C opened a 5-year fixed rate online bond. Mrs C says she read the terms and conditions ... (4 pages)View decision -
Decision Reference DRN-5961866
19 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5961866 The complaint Mr B says Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with BPF was unfair to him under s... (3 pages)View decision -
Decision Reference DRN-5951941
19 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5951941 The complaint Mr A, as Trustee of the A Trust, complains about a reviewable whole of life (RWOL) policy the Trust holds with Zurich Assurance Ltd. He’s unhappy with the outcome of a policy review which said he had to significantly increase his premiums in order to maintain t... (8 pages)View decision -
Decision Reference DRN-5925369
19 Nov 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5925369 The complaint Mrs F complains about the service received by Great Lakes Insurance UK Limited during a claim on her buildings insurance policy. Throughout the claim and complaint process, Mrs F has had a representative helping her. In this decision, any reference to Mrs F inc... (4 pages)View decision -
Decision Reference DRN-5961264
19 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5961264 The complaint Mr N complains that Santander UK Plc won’t reimburse him after he made a payment to an individual that he now considers was paid towards an investment scam. Mr N is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all ... (5 pages)View decision -
Decision Reference DRN-5846924
19 Nov 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5846924 The complaint Mr G complains about how Skipton Building Society dealt with an Individual Savings Account (ISA) transfer application. What happened Mr G opened a new ISA with a business I will call “C” in August 2024. He says he asked C to request the transfer of his existing... (2 pages)View decision -
Decision Reference DRN-5954215
19 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5954215 The complaint Mr G complains that charges Mercedes-Benz Financial Services UK Limited (MBFS) applied at the end of his hire agreement were unfair. He would like the charges waived, damages and for his complaint to be used as a test case for unlawful practices. What happened... (2 pages)View decision -
Decision Reference DRN-5926177
19 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5926177 The complaint Ms T has complained that Vitality Life Limited (‘Vitality’) requested bank statements and information unnecessarily, delaying benefit payments. She has also complained about mistakes made in her benefit payments and not automatically paying compensation offered... (4 pages)View decision -
Decision Reference DRN-5621601
19 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5621601 The complaint Ms S complains that Phoenix Life Limited (Phoenix) states the retirement age of her Personal Pension Plans (PPP) is later than what she arranged, meaning charges will be applied if she takes benefits now or transfers the plan. She wants the original retirement ... (3 pages)View decision -
Decision Reference DRN-5858694
19 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5858694 The complaint Mr R complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to an investment scam. Also, he is dissatisfied with the service he received when he complained. Mr R is represented but I’ll refer to him as it’s his complaint. What ... (6 pages)View decision