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 375868 results
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Decision Reference DRN-5794686
3 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794686 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost when they fell victims of a scam. What happened In December 2019 Mr and Mrs P saw an advert about an opportunity to invest in a company (referred to as R in this decision) wh... (6 pages)View decision -
Decision Reference DRN-5144018
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5144018 The complaint N, a company, complains that Santander UK Plc withheld the funds in its account. What happened N had an account with Santander. In February 2024, Santander blocked N’s account. Santander told N that the account was restricted and that no funds would be paid in... (2 pages)View decision -
Decision Reference DRN-5640099
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640099 The complaint Mr H is unhappy that Barclays Bank UK Plc trading as Barclaycard sent him a ‘persistent debt’ letter in July 2024. What happened Mr H had a credit card supplied by Barclaycard. He generally maintained an outstanding balance and paid the minimum payment each mo... (3 pages)View decision -
Decision Reference DRN-5794604
3 Sep 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5794604 The complaint Mr E complains about the quality of a car he acquired under a hire agreement with Volvo Car Financial Services UK Limited (VCF). When I refer to what Mr E and VCF said or did, it should also be taken to include things said or done on their behalf. What happen... (5 pages)View decision -
Decision Reference DRN-5793286
3 Sep 2025 AFH Independent Financial Services Limited Not upheldInvestmentsDRN-5793286 The complaint Mr D complains, through a representative, that AFH Independent Financial Services Limited (“AFH”) gave him unsuitable advice to invest £250,000 into an offshore bond. What happened Mr D had been a customer of AFH for a number of years. In August 2019, he met wi... (3 pages)View decision -
Decision Reference DRN-5746057
3 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5746057 The complaint Mr M complains that Volvo Car UK Limited (‘VCUK’) promised him monthly VAT statements and haven’t provided them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (2 pages)View decision -
Decision Reference DRN-5776059
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5776059 The complaint Mr L is unhappy that AXA PPP Healthcare Limited declined a claim he made on his private medical insurance policy and applied an exclusion to it. What happened Mr L had private medical insurance through his employer. He changed this to a personal policy when he ... (3 pages)View decision -
Decision Reference DRN-5636305
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5636305 The complaint Mr B complains that he couldn’t pay his Nationwide Building Society credit card account using the app. What happened Mr B says that he was unable to pay his credit card using the app – this was an issue with Nationwide’s systems that affected some of its custo... (3 pages)View decision -
Decision Reference DRN-5178239
3 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178239 The complaint Mr D complains about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life (RWOL) policy he holds with them. He’s unhappy with the outcome of a policy review in 2020 and thinks they should have made him aware earlier about the le... (3 pages)View decision -
Decision Reference DRN-5586244
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586244 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened Miss A engaged the services of a wedding planning company, that I’ll refer to as L. These are the payments that Miss A made. ... (4 pages)View decision
