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 401363 results
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Decision Reference DRN-6294450
17 Apr 2026 Bank of Scotland Plc UpheldMortgagesDRN-6294450 The complaint Mr Z complains that Bank of Scotland plc unfairly paid disputed service charges related to the security property and added the cost to his mortgage. Mr Z asks that we investigate Bank of Scotland’s breach of conduct and compliance and order it to reverse the ch... (4 pages)View decision -
Decision Reference DRN-6238123
17 Apr 2026 Julian Hodge Bank Limited UpheldBanking and PaymentsDRN-6238123 The complaint Miss A complains that she was provided poor service by Julian Hodge Bank Limited trading as Hodge when she was looking to move her ISA to another provider. What happened Miss A’s ISA with Hodge was due to mature on 20 October 2025 so she contacted Hodge to star... (3 pages)View decision -
Decision Reference DRN-6143611
17 Apr 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6143611 The complaint Mr H complains that Tesco Underwriting Limited caused delays in repairing his car following a claim made on his motor insurance policy. What happened Mr H’s car was damaged in an accident and Tesco took it for repairs two months later. When the car was strippe... (3 pages)View decision -
Decision Reference DRN-6095886
17 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6095886 The complaint Mr O is complaining that National Westminster Bank Public Limited Company (NatWest) unfairly defaulted his account. What happened Mr O took out a loan with NatWest in April 2024, and this was managed well until January 2025 when he started to struggle to maint... (3 pages)View decision -
Decision Reference DRN-5978935
17 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5978935 The complaint Mrs J has complained that Capital One (Europe) plc “Capital One” declined her claim for money back in relation to a course she paid for using her credit card. What happened All parties are familiar with the facts of this case so I will only set out a summary. ... (3 pages)View decision -
Decision Reference DRN-6009869
17 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6009869 The complaint Mrs S and Mr S complain about the way The Royal Bank of Scotland PLC conducted litigation regarding their mortgage. What happened The term of Mr and Mrs S’s mortgage expired in 2018 with an unpaid balance. In March 2025 RBS instructed solicitors to start legal ... (3 pages)View decision -
Decision Reference DRN-6282015
17 Apr 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6282015 The complaint Mrs J complains that AXA PPP Healthcare Limited won’t reinstate outpatient cover on her annual private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are t... (3 pages)View decision -
Decision Reference DRN-6211418
17 Apr 2026 HCC International Insurance Company Plc Not upheldInsuranceDRN-6211418 The complaint Mr V complains about HCC International Insurance Company Plc’s decision to decline a claim he made after his rental property was used to cultivate drugs. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief ... (3 pages)View decision -
Decision Reference DRN-6262538
17 Apr 2026 Lendable Ltd Not upheldConsumer CreditDRN-6262538 The complaint Mr P has complained that Lendable Ltd trading as Autolend (Lendable) unfairly provided him with a loan. What happened In January 2023, Mr P took out a loan with Lendable as shown below. Date Amount of credit Term Monthly paymentTotal repayable January 2023 ... (3 pages)View decision -
Decision Reference DRN-6076265
17 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6076265 The complaint Mr A complains that Santander UK Plc (“Santander”) won’t reimburse money he lost to what he believes is an Authorised Push Payment (APP) scam. What happened In May 2025, Mr A made a faster payment of £4,500 from his account with Santander to a company I’ll cal... (4 pages)View decision