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-5606783
17 Nov 2025 Wescot Credit Services Limited Not upheldConsumer CreditDRN-5606783 The complaint Mr B complains Wescot Credit Services Limited contacted him about a debt on a shared work mobile phone used by multiple staff in his business. What happened As I understand it Mr B has an account with a company I’ll refer to as N. They asked Wescot to get in to... (4 pages)View decision -
Decision Reference DRN-5919624
17 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5919624 The complaint Mr R complains about the service he received from Nationwide Building Society concerning the closure of his accounts. And that it sent a cheque to him after closing his accounts and failed to send closing statements. What happened Starting in November 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5696179
17 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5696179 The complaint Mr D has complained that Aviva Insurance Limited has declined a claim he made on a private medical insurance policy. What happened Mr D took out the policy on 3 July 2023 on a moratorium basis. That means that any pre- existing medical conditions (PEMCs) he’d ... (4 pages)View decision -
Decision Reference DRN-5813902
17 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5813902 The complaint Mr and Mrs R’s complaint relates to their mortgage held with Santander UK Plc. They say that they were unfairly prevented from utilising the Mortgage Charter during their period of financial difficulty. What happened In 2016 Mr and Mrs R took a mortgage with Sa... (4 pages)View decision -
Decision Reference DRN-5939169
17 Nov 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5939169 The complaint This complaint’s about a buy-to-let (BTL) mortgage Miss S holds with Bank of Ireland (UK) Plc (BOI). The complaint relates primarily to how BOI has dealt with Miss S’s requests for help during an extended period of financial hardship. What happened The broad c... (3 pages)View decision -
Decision Reference DRN-5557991
17 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5557991 The complaint Mr N complains Revolut Ltd (“Revolut”) failed to protect him from financial harm which led to a loss when he fell victim to a scam. Mr N has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply r... (4 pages)View decision -
Decision Reference DRN-5953208
17 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5953208 The complaint X complains Cabot Credit Management Group Limited (“Cabot”): • Have failed to understand the impact of a promissory note sent to the original lender • Haven’t proven lawful assignment of the debt • Haven’t provided a copy of the credit agreement and statements ... (6 pages)View decision -
Decision Reference DRN-5845828
17 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5845828 The complaint Mr and Mrs H complain that Bank of Scotland plc, trading as Halifax, mis-sold them an interest-only mortgage in 1999. What happened In 1999 Mr and Mrs H and Mrs H’s mother, Mrs M, took out an interest-only mortgage to buy a property under the right to buy schem... (3 pages)View decision -
Decision Reference DRN-5810435
17 Nov 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5810435 The complaint Miss W complains about the service she received from Zempler Bank Limited (“Zempler”) when she asked it to recall money she’d paid into in account in error. What happened On 9 December 2024, Miss W instructed Zempler to transfer £2,000 to a third party. But af... (5 pages)View decision -
Decision Reference DRN-5816104
17 Nov 2025 Equifax Limited Not upheldConsumer CreditDRN-5816104 The complaint Mr M complains Equifax Limited was reporting incorrect information on his credit file and made errors when he contacted it about this. What happened In June 2025 Mr M contacted Equifax as he noticed an account with a company I’ll refer to as T, was reporting a ... (3 pages)View decision