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 401363 results
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Decision Reference DRN-5742610
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5742610 The complaint Mr E complains that Santander UK Plc (Santander) closed his account without providing a proper explanation. He says this caused him unnecessary stress and worry. What happened Mr E had an account with Santander. Mr E has explained that he uses his account to r... (4 pages)View decision -
Decision Reference DRN-5747246
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5747246 The complaint Mr A has complained that Santander UK Plc won’t refund money he lost to a scam. What happened Mr A has said he was contacted by who he thought was a lawyer in Romania, stating his family qualified for citizenship. Mr A wanted his father and sisters to have a m... (4 pages)View decision -
Decision Reference DRN-5904409
11 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5904409 The complaint Miss A complains that Motability Operations Limited trading as Motability Operations (who I’ll call MO) won’t fund the extras added to the specification of a car she was financing through an agreement with them. What happened The detailed background to this com... (2 pages)View decision -
Decision Reference DRN-5731743
11 Dec 2025 Wakam UK Limited Not upheldInsuranceDRN-5731743 The complaint Mr V complains Wakam UK Limited made unfair requests for evidence when assessing his claim. What happened Mr V holds a travel insurance policy linked to his bank account. The policy is underwritten by Wakam. In October 2024, Mr V had planned a trip abroad. Howe... (3 pages)View decision -
Decision Reference DRN-5739878
11 Dec 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5739878 The complaint Mr B, via his representative complains that Quilter Financial Services Limited (‘Quilter’) gave him unsuitable advice to switch an existing pension to a new personal pension arrangement. He says he should have been advised to maintain his existing pension rathe... (8 pages)View decision -
Decision Reference DRN-5971060
11 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5971060 The complaint Mr P complains about the service he received from Starling Bank Limited when he phoned to discuss opening new business accounts with it. What happened On 19 August 2025 Mr P says he phoned Starling to discuss opening new accounts but the agent he spoke to was r... (2 pages)View decision -
Decision Reference DRN-5752517
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5752517 The complaint S, a limited company, complains that National Westminster Bank Plc (NatWest) didn’t do enough to prevent their losses from what they believe was a scam, when they sent money to a customer’s account. S have appointed professional representatives for this compla... (3 pages)View decision -
Decision Reference DRN-6014972
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6014972 The complaint Mr K complains Lloyds Bank Plc has acted unfairly by not refunding a payment made using his credit card account. What happened In April 2025 Mr K made a payment to a hospitality company I’ll refer to as F, to provide bar services at an event. Mr K paid £1,200 u... (8 pages)View decision -
Decision Reference DRN-5944461
11 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5944461 The complaint Mrs W complains about a number of additional loans on her mortgage with Santander UK Plc. She says these loans were taken out by her husband without her knowledge or consent. What happened Mrs W took a mortgage in joint names with her husband in 1999 with Santa... (3 pages)View decision -
Decision Reference DRN-5976772
11 Dec 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5976772 The complaint Mr L’s complained that Aviva Protection UK Limited unfairly declined his critical illness claim and cancelled his policy because they said he’d made a misrepresentation in his application. What happened In summer 2023, Mr L bought a life and critical illness po... (3 pages)View decision