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 382298 results
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Decision Reference DRN-5354253
16 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5354253 The complaint This complaint’s about a mortgage Mr H used to hold with Nationwide Building Society. Mr H applied for a new mortgage to buy another home, hoping to port the interest rate product from the existing mortgage to the new one. However, Mr H’s application for a new ... (4 pages)View decision -
Decision Reference DRN-5627629
16 Jun 2025 Nationwide Building Society UpheldMortgagesDRN-5627629 The complaint Mr G complains that Nationwide Building Society treated him unfairly when his mortgage fell into arrears. What happened Mr G’s mortgage fell into arrears in late 2023. Mr G says Nationwide took recovery action instead of offering support, such as a lower intere... (3 pages)View decision -
Decision Reference DRN-5600644
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5600644 The complaint Mr B complained because Santander UK Plc refused to refund him for payments he said he hadn’t authorised. What happened On 25 August 2024, Mr B checked his Santander account. There were nine £30 payments to a betting site. Mr B had an account with the betting ... (4 pages)View decision -
Decision Reference DRN-5483003
16 Jun 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5483003 The complaint Mr R complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the Post Office) has failed to trace the money he held in a savings account. What happened Mr R had a Post Office ‘instant saver’ account. He has shown us copies of two depo... (2 pages)View decision -
Decision Reference DRN-5626796
16 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5626796 The complaint Mrs O is unhappy with how HDI Global Specialty SE settled her pet insurance claim. What happened Mrs O’s dog became unwell and needed vet treatment. This included an out-of-hours emergency consultation. Sadly, Mrs O’s dog passed away. Mrs O made a claim to HDI... (4 pages)View decision -
Decision Reference DRN-5290413
16 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5290413 The complaint Mrs H complains about the outcome of a payment dispute she made to Capital One (Europe) plc (Capital One). What happened In November 2023, Mrs H contracted with a company to perform some works on a drainpipe on her property. I’ll call this company D. Mrs H paid... (3 pages)View decision -
Decision Reference DRN-5430417
16 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-5430417 The complaint Mrs D and Mr D complain that after they missed a payment on their whole of life policy, ReAssure Life Limited didn’t follow their reinstatement policy. What happened In 2001, Mrs D and Mr D took out a whole of life policy with a business that has since been acq... (3 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627376
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5627376 The complaint Mr B and Mrs S have complained about the delays caused by their travel insurer, Inter Partner Assistance SA (“IPA”), while reviewing a claim they made on their policy. What happened I issued a provisional decision regarding this complaint last month where I sa... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision
