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-5886354
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886354 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5863052
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5863052 The complaint Ms I complains that HSBC UK Bank Plc won’t refund the money she lost to what she believes was an investment scam. Ms I is supported in this complaint by a professional representative, but for simplicity I will refer to Ms I throughout this decision, even when ... (6 pages)View decision -
Decision Reference DRN-5911994
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5911994 The complaint Mr S’ complaint is about a bank account he has with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). He is unhappy with the impact on him of NatWest undertaking a fraud-related investigation into the account. What happened On 13 February 2025 NatWest... (3 pages)View decision -
Decision Reference DRN-5838253
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5838253 The complaint Mr and Mrs C complain that Bank of Scotland Plc (trading as Halifax) won’t refund the money they lost to what they believe was an investment scam. Mr and Mrs C are supported in this complaint by a professional representative, but for simplicity I will refer to... (6 pages)View decision -
Decision Reference DRN-6014203
11 Dec 2025 ReAssure Life Limited Not upheldInvestmentsThe complaint The trustees (Mr and Mrs N, Ms N and Mr T) of the Trust are unhappy, in summary, as they don’t think ReAssure Life Limited (‘ReAssure’) has correctly administered the reviewable whole of life policy that’s held with it. They feel that the policy terms weren’t provided nor acc... (9 pages)View decision -
Decision Reference DRN-5806634
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5806634 The complaint Ms L complains that Santander UK Plc won’t refund the money she says she lost to a scam. What happened Ms L’s daughter has complex mental health issues, and Ms L is her carer. They felt that Ms L’s daughter would benefit from a therapy dog, and began to look in... (4 pages)View decision -
Decision Reference DRN-5983306
11 Dec 2025 Rothesay Life Plc UpheldPensions and AnnuitiesDRN-5983306 The complaint Mr T has complained that Rothesay Life plc (Rothesay) has overpaid his pension benefits and is now asking him to repay. What happened The investigator set out in her view what had led up to Mr T’s complaint. I don’t think it’s disputed and so I’ve largely repe... (6 pages)View decision -
Decision Reference DRN-5783638
11 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5783638 The complaint Mr V and Mrs V complain that Accredited Insurance (Europe) Ltd unfairly declined their home emergency claim for a water leak. What happened Mr V and Mrs V held a home emergency policy with Accredited. In May 2025 they had a leak when a hot water pipe to their... (2 pages)View decision -
Decision Reference DRN-6011959
11 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6011959 The complaint Mrs L complains that Santander UK Plc hasn’t reimbursed the money she’s lost to an investment and recovery scam. What happened As I understand it, Mrs L was introduced to a company offering investments in cryptocurrency, which appeared to be endorsed by a well-... (5 pages)View decision -
Decision Reference DRN-5953104
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5953104 The complaint Mr W complains that Santander UK plc can’t tell him what has happened to the money in his savings account. What happened Mr W has an Alliance & Leicester passbook showing a balance in it. He asked Santander what had happened to the money and made a complai... (2 pages)View decision