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-5333636
18 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5333636 The complaint Mrs J complains that investment advice provided to her by St. James's Place Wealth Management Plc (“SJP”) was unnecessary and unsuitable. Further, SJP then failed to provide the annual reviews for which it had deducted ongoing advice charges (OAC). She’s r... (5 pages)View decision -
Decision Reference DRN-5660110
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5660110 The complaint Mr C complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). What happened On 11 March 2025, Mr C applied to switch his current account from another provider to NatWest. Mr C then realised the NatWest current account ... (2 pages)View decision -
Decision Reference DRN-5642701
18 Sep 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5642701 The complaint Mr B complains that Tandem Motor Finance Limited trading as Tandem (‘Tandem’) irresponsibly entered into a hire purchase agreement with him. He says Tandem didn’t carry out enough checks to ensure the loan was affordable for him. Mr B also says there are proble... (6 pages)View decision -
Decision Reference DRN-5824836
18 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5824836 The complaint Mr P complains about the customer service he received from EE Limited in relation to mobile phones he acquired through fixed sum loan agreements. Mr P is represented in this complaint, but for ease, I’ll refer to Mr P throughout. What happened Mr P says he was ... (4 pages)View decision -
Decision Reference DRN-5749099
18 Sep 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5749099 The complaint Mr B complains that AA Underwriting Insurance Company Limited (“AA”) mishandled his motor insurance policy. What happened The subject matter of the insurance policy was a hatchback car, first registered in 2021. By about June 2023, Mr B had acquired the car. ... (3 pages)View decision -
Decision Reference DRN-5824688
18 Sep 2025 EE Limited UpheldConsumer CreditDRN-5824688 The complaint Mr E complains about the repayment of a fixed sum loan agreement he has with EE Limited. What happened In August 2024, Mr E took out a fixed sum loan agreement with EE to buy a brand new mobile telephone handset. The cash price of the handset was around £1,300 ... (4 pages)View decision -
Decision Reference DRN-5527818
18 Sep 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5527818 The complaint Mr A complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) treated him unfairly when it cancelled his life and critical illness assurance policy. What happened The background to this complaint is well known to all parties so I’ll just ... (5 pages)View decision -
Decision Reference DRN-5407335
18 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5407335 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money won’t refund to him money he lost to a scam. What happened In 2024 Mr S was contacted on an instant messenger platform and invited to join a group of investors. He believed this to be a genuine cry... (3 pages)View decision -
Decision Reference DRN-5682089
18 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5682089 The complaint Mr H complains OAKBROOK FINANCE LIMITED trading as Oakbrook (Oakbrook) acted irresponsibly by failing to carry out adequate checks before granting him a loan. What happened In September 2021, Mr H took out a fixed-sum personal loan with Oakbrook. He borrowed £5... (4 pages)View decision -
Decision Reference DRN-5365412
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365412 The complaint Mr M complains that Barclays Bank UK PLC will not reimburse him with the money he lost to a scam. What happened Mr M saw an advert on social media for a cryptocurrency investment which appeared to be endorsed by a well known public figure and other investors. S... (3 pages)View decision