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 381196 results
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Decision Reference DRN-5199333
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5199333 The complaint Mr H complains about Santander UK Plc. He says that he fell victim to a scam and would like Santander to refund him the money he has lost as a result. What happened Mr H invested £10,000 in a property development company I will refer to as ‘HSG’ on 12 June 20... (3 pages)View decision -
Decision Reference DRN-5468607
2 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5468607 The complaint Mrs Y complains Domestic & General Insurance Plc (D&G) declined the claim she made under her electronic device insurance policy after she was unable to provide proof of purchase for a TV. What happened The events of this complaint will be well known to ... (2 pages)View decision -
Decision Reference DRN-5200998
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5200998 The complaint Mr R and Mr R complain about Santander UK Plc. They say that Santander failed to protect them when they fell victim to an investment scam and would like Santander to refund them the money that has been lost. What happened Mr R and Mr R invested £20,000 in an in... (2 pages)View decision -
Decision Reference DRN-5525742
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5525742 The complaint Miss D complains that Santander UK Plc was irresponsible in providing her with an overdraft facility. She is also unhappy that Santander wrote to her informing her that it will be withdrawing her overdraft facility even though it didn’t uphold her complaint abo... (2 pages)View decision -
Decision Reference DRN-5372654
2 May 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5372654 The complaint Mr B complains that N.I.I.B. Group Limited trading as Northridge Finance was irresponsible in its lending to him. He wants all interest and charges paid under his agreement refunded along with statutory interest. Mr B is represented by a third party but for eas... (3 pages)View decision -
Decision Reference DRN-5392440
2 May 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5392440 The complaint Miss H complained that she was mis-sold her life and critical illness policy by Lifesearch Partners Limited, because it didn’t have the cover she made clear she wanted. What happened Miss H and her partner had had joint life and critical illness cover. But tha... (2 pages)View decision -
Decision Reference DRN-5528738
2 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5528738 The complaint Mr and Mrs F’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)... (22 pages)View decision -
Decision Reference DRN-5015489
2 May 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5015489 The complaint Mr L complains about the advice he received from Origen Financial Services Limited (‘Origen’) when he was considering transferring his pension benefits from his defined-benefit (‘DB’) occupational pension scheme. Mr L says the information he was provided was in... (7 pages)View decision -
Decision Reference DRN-5501402
2 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5501402 The complaint Mr H and Mrs H complain about an additional premium charged by Tesco Underwriting Limited (“Tesco”) after they made an amendment to their motor insurance policy. Mr H has acted as the main representative during the complaint process. So, for ease of reference,... (2 pages)View decision -
Decision Reference DRN-5351908
2 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5351908 The complaint Mr C complains that HSBC UK Bank plc irresponsibly lent him a personal loan. What happened In October 2018 Mr C took out a loan of £15,000 with HSBC over a term of five years at an annual interest rate of 7.9%. The monthly repayments were £307.05. In March 20... (3 pages)View decision
