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-5758367
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5758367 The complaint Mr J complains about the actions of National Westminster Bank Public Limited (NatWest) following a Cifas marker being applied to his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief over... (3 pages)View decision -
Decision Reference DRN-5767804
8 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5767804 The complaint Miss H complained about Nationwide Building Society. She complained because: - she paid cash into a branch, and said the amount which the cashier credited to her account was less than she paid in; and - she was unhappy with Nationwide’s service and response to... (3 pages)View decision -
Decision Reference DRN-5868733
8 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5868733 The complaint Ms A complains about the service she received from National Savings and Investments (“NS&I”) when she contacted it about the information displayed on her prize app which she believed was misrepresenting the returns on her investments with it. In particular,... (4 pages)View decision -
Decision Reference DRN-5613172
8 Oct 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5613172 The complaint Mr and Mrs M have complained about Amtrust International Underwriters DAC’s decision to decline a claim they made under their Build-Zone Structural Warranty Policy. What happened The subject of this complaint is a building comprised of multiple flats. Some of ... (6 pages)View decision -
Decision Reference DRN-5535044
8 Oct 2025 Atomos Financial Planning Limited UpheldPensions and AnnuitiesDRN-5535044 The complaint Mr C complains about the advice he was given by Atomos Financial Planning Limited to transfer his defined benefit occupational pension scheme (OPS) to a personal pension arrangement. What happened Mr C’s complaint was considered by one of our investigators. He ... (6 pages)View decision -
Decision Reference DRN-5802052
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802052 The complaint Mr C complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. What happened Mr C applied for a credit card with NewDay on 6 May 2022. NewDay approved a BIP credit card... (4 pages)View decision -
Decision Reference DRN-5845535
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5845535 The complaint Mr A is unhappy that Santander UK Plc failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both parties and so I will n... (2 pages)View decision -
Decision Reference DRN-5670103
8 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5670103 The complaint Mr A complains that Santander UK Plc wouldn’t apply a reduced interest rate to his mortgage. What happened Mr A has a mortgage with Santander. It’s a joint mortgage, but the relationship between the borrowers has broken down and Mr A isn’t living in the mortgag... (3 pages)View decision -
Decision Reference DRN-5336235
8 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5336235 The complaint Mr J complains that Bank of Scotland plc trading as Halifax won’t reimburse him for payments he lost to a scam. Mr J’s complaint is brought by a professional representative but for ease I will refer only to Mr J in this decision. What happened The detailed back... (3 pages)View decision -
Decision Reference DRN-5814172
8 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5814172 The complaint Mr C complains about charges he was asked to pay by Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Financial Services (‘MBFS’) after he returned a car he had been hiring through a finance agreement with them. What happened The detailed ba... (4 pages)View decision