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 4777 results
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Decision Reference DRN-5892161
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5892161 The complaint Mr K complains that Nationwide Building Society failed to meaningfully intervene and allowed gambling transactions to be made on his account and won’t refund them. Mr K is unhappy that he was able to make gambling transactions despite using names and addresses... (5 pages)View decision -
Decision Reference DRN-4702456
27 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4702456 The complaint Mrs J complains that she and her partner were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now MitsubishiHC Capital UK Plc and trades as Novuna Personal Finance; for simplicity I’ll refer... (5 pages)View decision -
Decision Reference DRN2304741
2 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C complain National Westminster Bank Plc (NatWest) mis-sold a packaged bank account to Mrs C on her sole account and later to Mr and Mrs C on their joint account.backgroundMrs C upgraded her free account to a packaged bank account in April 2005. She says ... (5 pages)View decision -
Decision Reference DRN2724240
23 Jun 2020 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mrs H complained that Southern Rock Insurance Company Limited avoided (treated it as if it had never existed) her motor insurance policy and refused to pay her claim. backgroundMrs H‘s car was unfortunately stolen and she made a claim under her policy with Southern Rock. But Southern Rock ... (5 pages)View decision -
Decision Reference DRN-5882219
17 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5882219 The complaint S, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. S is represented by Q, which brings the complaint on its behalf. What happened S was seeking to wind up as a company in early 202... (5 pages)View decision -
Decision Reference DRN-4261059
1 Feb 2024 Share In Ltd Not upheldInvestmentsDRN-4261059 The complaint Ms C complains that an appointed representative (“AR”) of Share In Ltd (“Share In”) failed to conduct sufficient due diligence on two property development projects promoted on AR’s platform. She feels Share In should have warned her about previous failed projects ... (5 pages)View decision -
Decision Reference DRN2468275
1 Sep 2017 Nationwide Building Society Not upheldBanking and creditMr C complains that Nationwide Building Society (“Nationwide”) is responsible for a number of errors and failures both at the time and subsequent to opening his three accounts in January 2017.backgroundI issued my provisional decision on 17 July 2017. A copy of my prov... (6 pages)View decision -
Decision Reference DRN-4425318
31 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4425318 The complaint Mr O complains that HSBC UK Bank Plc erroneously set up a Bounce Back Loan in his own name, rather than that of his company – meaning he is personally liable for its repayment. This issue has also left Mr O unable to obtain a term extension under the Loan Scheme’s... (5 pages)View decision -
Decision Reference DRN-3624588
23 Aug 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3624588 The complaint Mr T complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr T is represented ... (7 pages)View decision -
Decision Reference DRN-3358338
25 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3358338 The complaint Mrs H complains HSBC UK Bank Plc (“HSBC”), won’t refund the money she lost when she was the victim of a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known to both parties, so I don’t need t... (5 pages)View decision