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 400694 results
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Decision Reference DRN-6266482
31 Mar 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6266482 The complaint Mr S complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S was original... (19 pages)View decision -
Decision Reference DRN-6197702
31 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6197702 The complaint Mr P complains that Santander UK Plc (Santander, hereinafter) hasn’t refunded the losses he’s incurred when he says he fell victim to a travel agent scam. What happened In May 2024 Mr P purchased flight tickets from a travel agency I’ll refer to as T, via fast... (5 pages)View decision -
Decision Reference DRN-6104639
31 Mar 2026 Key Solutions Mortgages Limited Not upheldInsuranceDRN-6104639 The complaint The estate of Mr N complains that Key Solutions Mortgages Limited failed to accurately obtain information from the late Mr N when setting up three insurance policies for him. What happened In July 2017, the late Mr N took out a level term assurance (“LTA”) poli... (4 pages)View decision -
Decision Reference DRN-6215241
31 Mar 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6215241 The complaint Mr S complains that Scottish Equitable Plc (trading as Aegon) wrongly refused his request to transfer his pension policy to a UK Self-Invested Personal Pension (SIPP) on the basis that Mr S had been offered a financial incentive to transfer. What happened On 27... (8 pages)View decision -
Decision Reference DRN-6146638
31 Mar 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6146638 The complaint Ms H complains that her mortgage with Barclays Bank UK PLC trading as Woolwich is no longer operating as agreed. What happened Ms H took out a Barclays mortgage in 2001. It has a flexible credit reserve facility which allows Ms H to make payments into or withd... (5 pages)View decision -
Decision Reference DRN-6216670
31 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6216670 The complaint Mr and Mrs P complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent them losing money to an alleged scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some... (2 pages)View decision -
Decision Reference DRN-6229349
31 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6229349 The complaint Miss G complains about Santander UK Plc. She would like it to refund her the money she lost when she fell victim to a scam. What happened Miss G received an email she believed to be from her managing director on her work email. The email asked her to share he... (3 pages)View decision -
Decision Reference DRN-6265300
31 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6265300 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him in full after he reported falling victim to an investment scam. Background In 2023, Mr K fell victim to an investment scam. He had come across what he believed to be a legitimate company after watching You... (4 pages)View decision -
Decision Reference DRN-6257297
31 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6257297 The complaint Mr M complains about the decision by Aviva Insurance Limited (‘’) to apply a chronic condition exclusion under his employer’s group private medical insurance policy. What happened Mr M has been a member of his employer’s group private medical insurance scheme,... (5 pages)View decision -
Decision Reference DRN-6257717
31 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6257717 The complaint Mr R complains about HSBC UK Bank Plc. He says that HSBC should refund him when he was the victim of a scam. What happened Mr R unfortunately fell victim to an investment scam he found on social media. He was tricked into sending £250 on 14 August 2024 to an ... (3 pages)View decision