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-5889445
6 Nov 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5889445 The complaint Mr D complains St James’s Place Wealth Management Plc (St James’s Place) mis-sold him an income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In 2001 Mr D purchas... (3 pages)View decision -
Decision Reference DRN-5816714
6 Nov 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5816714 The complaint Ms R and Mr A are trustees of a Pension Plan Small Self-Administer Scheme set up under trust (which I’ll refer to as the ‘SSAS’). They complain that Cater Allen Limited won’t refund the money the SSAS lost when it was the victim of what the trustees feel was a ... (6 pages)View decision -
Decision Reference DRN-5723465
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723465 The complaint Mr L complains that HSBC UK Bank Plc won’t refund him money he lost in an investment scam. Mr L is being represented by a professional representative, but for ease of reading I’ve just referred to Mr L throughout. What happened The circumstances surrounding thi... (3 pages)View decision -
Decision Reference DRN-5900864
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5900864 The complaint Ms L complains about how National Westminster Bank Plc (‘NatWest’) handled a request to cancel and reissue her credit and debit cards after they were stolen. Ms L seeks compensation of £5,000 for her distress and inconvenience. What happened Ms L’s debit and cr... (3 pages)View decision -
Decision Reference DRN-5816269
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5816269 The complaint Mr S has complained about the way National Westminster Bank Public Limited company (“NatWest”) dealt with a claim for money back in relation to a packaged holiday he paid for with credit it provided. Mr S’s credit card was originally with a different provider,... (5 pages)View decision -
Decision Reference DRN-5857687
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5857687 The complaint Mr K, a sole trader, is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t accept reduced payments on his Bounce Back Loan (“BBL”). What happened In August 2020, Mr K successfully applied to NatWest for a £50,000 BBL and received th... (2 pages)View decision -
Decision Reference DRN-5886558
6 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5886558 The complaint Miss U complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened Miss U took receipt of a used car in September 2023. She financed the deal through a hire purchase agreement with Mot... (2 pages)View decision -
Decision Reference DRN-5900004
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5900004 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr G was approved for a Virgin Money credit card in November 2022 with a £12,500 credit limit. He says he applied for this credit card through a third party... (3 pages)View decision -
Decision Reference DRN-5928619
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5928619 The complaint Mr B complains that Santander Plc UK didn’t do enough to help him when he told it about a dispute he had with a merchant, over services paid for using his Santander credit card. What happened The complaint originates from some extremely sad circumstances invol... (7 pages)View decision -
Decision Reference DRN-5773235
6 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5773235 The complaint Mrs P complains about the price Pinnacle Insurance Limited charged for her pet insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. O... (2 pages)View decision