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 652 results
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Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN-5320998
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5320998 The complaint Ms A complains that an issue with Nationwide Building Society sending her emails caused her to lose out on a £175 switching offer. What happened Ms A attempted to switch her bank account to Nationwide. Unfortunately, the switch didn’t complete because a lock on... (5 pages)View decision -
Decision Reference DRN-2653835
11 Mar 2021 Barclays Bank UK PLC UpheldPensions and AnnuitiesDRN-2653835 The complaint Mr B complains about delays in the transfer of his Self-Invested Personal Pension (SIPP) by Barclays Bank UK PLC (‘Barclays’). What happened Mr B said he requested the transfer of his SIPP and an ISA on the same day. The ISA transfer was completed within a week or... (5 pages)View decision -
Decision Reference DRN-4058518
31 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4058518 The complaint Ms C complains that HSBC UK Bank Plc (trading as ‘First Direct’) has refused to refund her in full for transactions totalling approximately £5,500 which she said she did not make or otherwise authorise. What happened I issued a provisional decision in March 2023 t... (6 pages)View decision -
Decision Reference DRN-4652554
26 Sep 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-4652554 The complaint Mrs B has complained Admiral Financial Services Limited, trading as Admiral Money, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enab... (4 pages)View decision -
Decision Reference DRN4304090
2 Oct 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr W is unhappy with Royal & Sun Alliance Insurance Plc’s (“RSA”) handling of his home insurance claim for subsidence.background In summary, Mr W first noticed cracks in his home in 2010. RSA accepted his claim for subsidence and appointed a loss adjuster. It in ... (3 pages)View decision -
Decision Reference DRN-5767427
17 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5767427 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr C under a hire purchase agreement with CA Auto Finance that he electro... (4 pages)View decision -
Decision Reference DRN-2628452
14 Jun 2021 Northridge Finance Limited UpheldConsumer CreditDRN-2628452 The complaint Mr W complains that a car that was supplied to him under a hire purchase agreement with Northridge Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr W under a hire purchase agreement with Northridge Finance in October 2017... (4 pages)View decision -
Decision Reference DRN-3420008
28 Sep 2022 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3420008 The complaint Mr and Mrs S complain that GE Money Consumer Lending Limited has rejected the claims that they’ve made under the Consumer Credit Act 1974. They’re being represented in their complaint by a claims management company. What happened Mr and Mrs S entered into an trial... (5 pages)View decision -
Decision Reference DRN-3658501
22 Nov 2023 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3658501 The complaint Mrs D complains that John Lewis Financial Services Limited won’t refund to her the money that she paid for two holiday club memberships. She’s being represented in her complaint by a claims management company. What happened Mrs D and her husband entered into a mem... (5 pages)View decision