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-5822184
18 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5822184 The complaint Mr T complains that Toyota Financial Services (UK) PLC (‘TFS’) irresponsibly entered into a hire purchase agreement with him. He says TFS failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr T has been re... (4 pages)View decision -
Decision Reference DRN-5804435
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5804435 The complaint Mr and Mrs H complain that National Westminster Bank PLC treated them unfairly when they applied to port their mortgage. They ask for further compensation. What happened Mr and Mrs H had a mortgage with NatWest. They wanted to move nearer to Mrs H’s workplace. ... (4 pages)View decision -
Decision Reference DRN-5758099
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5758099 The complaint Ms R is a sole trader, trading as S. She is unhappy that Santander UK Plc (‘Santander’) won’t reimburse her after she says she fell victim to a property purchase scam. What happened The background to this complaint is well-known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5806791
18 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5806791 The complaint The estate of the late Mr L has complained about Phoenix Life Limited’s (‘Phoenix’) administration of the late Mr L’s life assurance policy. The estate of Mr L is being represented by the late Mr L’s son, Mr L. For ease of reading, I will refer to the late Mr ... (6 pages)View decision -
Decision Reference DRN-5824704
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5824704 The complaint Mr A complains about the actions taken by HSBC UK Bank Plc when it applied restrictions to his account pending the outcome of a review. What happened In February 2025, HSBC blocked Mr A’s account whilst it carried out a review. All transactions through the acc... (3 pages)View decision -
Decision Reference DRN-5792663
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5792663 The complaint Mr W complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr W was the victim of an investment scam. Further to seeing an online advert featuring a prominent individual, he was duped by a fraudster posing as an account m... (4 pages)View decision -
Decision Reference DRN-5715588
18 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5715588 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled a claim she made on her home insurance policy. She says there were delays to the repair process. What happened The following is intended as a summary of key events only. ... (4 pages)View decision -
Decision Reference DRN-5757944
18 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757944 The complaint Ms R is unhappy that Bank of Scotland plc trading as Halifax won’t reimburse her after she says she fell victim to a property purchase scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But ... (4 pages)View decision -
Decision Reference DRN-5600756
18 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5600756 The complaint Mr S has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined a claim under his home insurance policy. What happened Mr S made a claim for storm damage to his property. He later complained about how Admiral had dealt with his cla... (3 pages)View decision -
Decision Reference DRN-5792490
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792490 The complaint Mr A complains that NewDay Ltd trading as Aqua (‘Aqua’) sold his credit card account when he was making payments, and haven’t communicated fairly with him. Mr A wants compensation for his distress and inconvenience. What happened Mr A was unhappy that Aqua didn... (2 pages)View decision