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 393318 results
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Decision Reference DRN-5658290
22 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5658290 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. Mr C is represented in this complaint. However, for the sake of simplicity in this decision I h... (4 pages)View decision -
Decision Reference DRN-5762770
22 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762770 The complaint and background Mr O N complains on behalf of company “A” that Bank of Scotland plc, won’t reimburse money Mr O N says was lost to a scam. Mr O N has replaced Mr J N as the director of A – however, Mr J N is also bringing this complaint as the party that made t... (3 pages)View decision -
Decision Reference DRN-5690207
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5690207 The complaint Mr V is unhappy that National Westminster Bank Public Limited Company couldn’t make a transfer using telephone banking because he didn’t have a mobile phone. A subsequent transfer was allowed after setting up voice recognition which Mr V thinks should’ve been o... (2 pages)View decision -
Decision Reference DRN-5699241
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699241 The complaint Miss C complains that the car she acquired financed through a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. Miss C also complains that Moneybarn took possession of the car. What happened In Decemb... (3 pages)View decision -
Decision Reference DRN-5592550
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592550 The complaint Mrs and Mr J complain that Lloyds Bank PLC (‘Lloyds’) declined to refund them over £10,000 which they say they lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wh... (5 pages)View decision -
Decision Reference DRN-5771750
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5771750 The complaint Mr P says Santander UK PLC (“Santander”) refuses to refund him for unauthorised transactions on his account. Mr P appointed representatives to assist him in bringing his complaint. However, to keep things simple I have referred to “Mr P” throughout my decision,... (3 pages)View decision -
Decision Reference DRN-5640901
22 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5640901 The complaint Mrs A has complained about the way British Gas Insurance Limited have handled her claim for a faulty boiler under the home emergency policy she had through them. What happened The details of what happened are well known to both parties, so I will just summarise... (2 pages)View decision -
Decision Reference DRN-5779584
22 Sep 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5779584 The complaint Mr and Mrs F complain that Lloyds Bank PLC trading as Scottish Widows Bank mis-sold them critical illness and life policies. Mr and Mrs F are represented in this complaint, but for ease, I will refer to all actions and comments as being theirs. What happened ... (3 pages)View decision -
Decision Reference DRN-5462335
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5462335 The complaint Mr W complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background o... (4 pages)View decision -
Decision Reference DRN-5666863
22 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5666863 The complaint Mr P complains that St James’s Place UK plc (‘SJP’) charge exit penalties which he was not aware of, meaning that he is unable to move his pension funds to another provider with total freedom. During the course of his correspondence with this service, Mr P has... (4 pages)View decision