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 375266 results
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Decision Reference DRN-5633885
22 Aug 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5633885 The complaint Mr H says Bank of Scotland plc (‘BoS’), irresponsibly lent to him. Mr H says he was a vulnerable customer at the time, and he made this known to BoS. He thinks it shouldn’t have lent to him for this reason. Mr H’s complaint has been brought by a representative... (4 pages)View decision -
Decision Reference DRN-5771852
22 Aug 2025 Fluent Money Limited UpheldMortgagesDRN-5771852 The complaint Mr B and Miss O complain that Fluent Money Limited gave them bad advice when it recommended they should take a secured second charge loan. What happened In December 2022, Fluent Money gave Mr B and Miss O mortgage advice. It recommended that they should take ou... (8 pages)View decision -
Decision Reference DRN-5755437
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5755437 The complaint Mr L complains Santander UK Plc didn’t do enough to help get refunds for transactions made on his debit card. What happened In October 2024, Mr L booked flights for himself and his family, paying with his Santander debit card. Mr L made a further purchase for ... (3 pages)View decision -
Decision Reference DRN-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision -
Decision Reference DRN-5662951
22 Aug 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5662951 The complaint Mr S complains about the handling of his commercial motor insurance claim by Watford Insurance Company Europe Limited. Mr S is unhappy with the valuation placed on his vehicle after it was stolen. What happened Both parties are aware of the circumstances of thi... (3 pages)View decision -
Decision Reference DRN-5677495
22 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677495 The complaint Miss D complains that Nationwide Building Society restricted her basic bank account. What happened Miss D had an account with Nationwide. In December 2024, Nationwide restricted her account while it carried out a review. Nationwide told Miss D it had concerns a... (2 pages)View decision -
Decision Reference DRN-5559736
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5559736 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. Mr H has been represented in this complaint by a firm of professional representatives. What happened The parties are familiar with the background to the complaint, so I... (4 pages)View decision -
Decision Reference DRN-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-5368565
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5368565 The complaint Mr C is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money paid to a third party for buildings work. What happened I’m not going to cover all the points raised in detail. The view of 24 February 2025 covered the details of Mr C’s testimony. ... (3 pages)View decision -
Decision Reference DRN-5561683
22 Aug 2025 JCT600 Limited Not upheldInsuranceDRN-5561683 The complaint Mr C complains that JCT600 Limited trading as Doncaster Audi (“JCT”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission.... (3 pages)View decision
