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-5916820
31 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5916820 The complaint Mrs M complains that National Savings and Investments (NS and I) won’t supply her with a copy of the withdrawal authorisation form relating to a premium savings bond commencing 058EN. What happened Ms M contacted NS and I because she had physical bonds in her p... (2 pages)View decision -
Decision Reference DRN-5911844
31 Oct 2025 Carmoola Limited UpheldConsumer CreditDRN-5911844 The complaint Mrs G is unhappy that a car supplied to her under a hire purchase agreement with Carmoola Limited (Carmoola) was of an unsatisfactory quality. What happened In October 2024 Mrs G was supplied with a used car through a hire purchase agreement with Carmoola. The ... (7 pages)View decision -
Decision Reference DRN-5697666
31 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5697666 The complaint Mr W is unhappy with the decision by Lloyds Bank General Insurance Limited (Lloyds) following a claim for storm damage under his home insurance policy. Lloyds is the underwriter of this policy. Part of this complaint concerns the actions of third parties instr... (3 pages)View decision -
Decision Reference DRN-5918737
31 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5918737 The complaint Mrs B, who is represented, complains that Santander UK Plc won’t reimburse a loss she suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around July 2024, Mrs B s... (5 pages)View decision -
Decision Reference DRN-5908185
31 Oct 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5908185 The complaint Mr S complains that features he paid for on a car he has financed through an agreement with Tesla Financial Services Limited (“TFSL”), are not available. He says that the agreement was therefore misrepresented to him. What happened In December 2021, Mr S signe... (3 pages)View decision -
Decision Reference DRN-5909884
31 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5909884 The complaint Mr B complains that Santander UK Plc didn’t handle his request properly to recover money paid to a scammer. What happened In August 2024 Mr B wanted to book some flights and he called a number which he thought was for a known travel agent. He agreed the flights... (3 pages)View decision -
Decision Reference DRN-5755443
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5755443 The complaint Miss J complains that National Westminster Bank Public Limited Company trading as Ulster Bank has decreased her overdraft limit. What happened Ulster Bank wrote to Miss J in January 2025 and explained that it had taken the decision to reduce Miss J’s overdraft... (3 pages)View decision -
Decision Reference DRN-5685164
31 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5685164 The complaint Mr S complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr S came across a property investment opportunity with a company, “C”, via a friend who I understand was acting as an introducer for them. C claimed to offer invest... (5 pages)View decision -
Decision Reference DRN-5832739
31 Oct 2025 Flex Mortgages Limited Not upheldMortgagesDRN-5832739 The complaint Mr A and Ms O complain that Flex Mortgages Limited: • Did not administer the agreement correctly. • Unfairly applied interest, fees and charges. • Took legal action unfairly and unnecessarily. What happened In 2006 Mr A and Ms O took out a second charge mortgag... (4 pages)View decision -
Decision Reference DRN-5844533
31 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5844533 The complaint Mr T complains that U K Insurance Limited (“UKI”) sold him a breakdown policy that couldn’t cover his motorhome, and then didn’t cover his claim. Mr T is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr T had a breakdown... (3 pages)View decision