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-5726217
8 Oct 2025 Scottish Widows Limited Not upheldInsuranceDRN-5726217 The complaint Mrs J has complained that Scottish Widows Limited unfairly maintained its decline of her income protection claim. What happened Mrs J has income protection cover, underwritten by Scottish Widows. This would pay a benefit if Mrs J was unable to work due to illne... (2 pages)View decision -
Decision Reference DRN-5723599
8 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5723599 The complaint Ms H has complained that Nationwide Building Society won’t refund the money she says she lost in a scam. What happened In 2019, Ms H was in the process of making several property investments, and was looking for additional property investments. She met with an ... (2 pages)View decision -
Decision Reference DRN-5717393
8 Oct 2025 Chase de Vere Independent Financial Advisers limited Not upheldInvestmentsDRN-5717393 The complaint Mr B complains that Chase de Vere Independent Financial Advisers limited (Chase) didn’t give suitable advice or properly administer his investments or its relationship with him. Mr B, as a ‘Protected Individual’, is represented by his Court appointed Deputy. ... (7 pages)View decision -
Decision Reference DRN-5457161
8 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5457161 The complaint Miss L complains that Starling Bank Limited (“Starling”) failed to refund a transaction she didn’t recognise. What happened Miss L noticed a payment had left her account and notified Starling about it. At the time, Miss L denied making the payment. Miss L said ... (3 pages)View decision -
Decision Reference DRN-5640250
8 Oct 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5640250 The complaint Mr R complains that HSBC UK Bank Plc trading as First Direct (HSBC) acted irresponsibly in agreeing to lend to him. In bringing his complaint Mr R is represented by a third party. For ease of reading, I will only refer to Mr R in my decision. What happened In J... (3 pages)View decision -
Decision Reference DRN-5869229
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5869229 The complaint Mrs A complains that National Westminster Bank PLC (NatWest) didn’t do enough to help her when she told it about a dispute she had with a merchant. This was over services paid for using her NatWest credit card. What happened On 6 February 2024 Mrs A purchased f... (3 pages)View decision -
Decision Reference DRN-5754708
8 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5754708 The complaint Mr H complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to him. He wants all interest and charges on the loans refunded along with statutory interest, any adverse information removed from his credit file and an affordable repay... (4 pages)View decision -
Decision Reference DRN-5719663
8 Oct 2025 Southern Pacific Mortgage Limited Not upheldMortgagesDRN-5719663 The complaint Miss D complains about her mortgage with Southern Pacific Mortgage Limited (SPML). What happened Miss D took out an interest only mortgage with SPML in 2005. The term ended in 2024, but Miss D has been unable to repay the outstanding capital balance of around £... (3 pages)View decision -
Decision Reference DRN-5577794
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5577794 The complaint Miss S complains Santander UK Plc unfairly closed her account following transactions were made on her account she didn’t recognise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of... (5 pages)View decision -
Decision Reference DRN-5697509
8 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5697509 The complaint Miss S complains that Barclays Bank UK PLC caused delay in converting her mortgage to interest only terms. This is a joint borrower sole proprietor mortgage – it’s Miss S that lives in the property and makes the payments. She brings this complaint, doing so wit... (6 pages)View decision