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 386170 results
-
Decision Reference DRN-5690630
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5690630 The complaint Mr R complains that Barclays Bank UK PLC will not reimburse the funds he lost to a scam. Mr R is professionally represented, but for ease I have only referred to Mr R in this decision. What happened The background to this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5661394
17 Dec 2025 Pure Retirement Limited Not upheldMortgagesDRN-5661394 The complaint Mr A’s complaint is about the lifetime mortgage he has with Pure Retirement Limited. He is unhappy about Pure’s handling of the application he made for further borrowing to complete extension works to his property. The mortgage was taken with a different lender... (4 pages)View decision -
Decision Reference DRN-5480679
17 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5480679 The complaint Mr B has complained about an agreement which BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) gave him. Mr B says had Alphera carried out better checks before it lent to him then it would’ve realised the agreement wasn’t aff... (10 pages)View decision -
Decision Reference DRN-6025209
17 Dec 2025 Scottish Widows Limited Not upheldInsuranceDRN-6025209 The complaint Mr H complains about how Scottish Widows Limited (SW) administered a reviewable whole of life policy (RWOL) it provided. What happened Mr H took out a RWOL policy in December 1990 which provided a sum assured of £25,230, on the life of his wife, Mrs H, in retu... (7 pages)View decision -
Decision Reference DRN-5692658
17 Dec 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5692658 The complaint Miss W complains about the decision by FAIRMEAD INSURANCE LIMITED (‘Fairmead’) to turn down a subsidence claim made under her buildings insurance policy. Any reference to Fairmead includes the actions of its agents. What happened Miss W’s property experienced... (3 pages)View decision -
Decision Reference DRN-6026591
17 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-6026591 The complaint Mr E complains about the quality of repairs carried out by Advantage Insurance Company Limited (“Advantage”) in a claim on his car insurance policy. When I refer to Advantage I also mean its suppliers and approved repairers whose actions Advantage is responsibl... (3 pages)View decision -
Decision Reference DRN-5824806
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5824806 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows.... (4 pages)View decision -
Decision Reference DRN-6026501
17 Dec 2025 Santander UK Plc Not upheldInsuranceDRN-6026501 The complaint Mrs P complains that Santander UK Plc gave her unsuitable and misleading advice to take out a level term assurance policy with additional total permanent disability (“TPD”) cover. What happened In 2002 Mrs P was advised by Abbey National to take out an Abbey Na... (3 pages)View decision -
Decision Reference DRN-5998026
17 Dec 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5998026 The complaint Miss R complains that Barclays Bank UK PLC lent to her irresponsibly. What happened Miss R has had the following loans with Barclays: Date Amount Term Repayment Purpose Loan 17 November 2018 £3,00036 months £101.98 ConsolidationLoan 213 March 2019 £6,70060 mon... (3 pages)View decision -
Decision Reference DRN-5842464
17 Dec 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5842464 The complaint Mr H complains Cumberland Building Society (CBS) won’t refund the money he lost to a scam. What happened Mr H fell victim to an investment recovery scam. I understand he initially sent around £200 to a cryptocurrency investment scam in 2023. Then in 2024, a sca... (3 pages)View decision
