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-5848675
4 Dec 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5848675 The complaint Mr S complains about how Paragon Bank PLC handled an ISA transfer request which he says caused a loss of interest, time spent on the phone and stress. What happened Mr S held an ISA account with Paragon. On 28 April 2025 Mr S requested his ISA be transferred t... (4 pages)View decision -
Decision Reference DRN-5995444
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5995444 The complaint The estate of Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. Mr S’s sons bring the complaint on behalf of Mr S’s estate. What happened Mr S1, (one of the late ... (5 pages)View decision -
Decision Reference DRN-5494321
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5494321 Complaint Mr B has complained about the overdraft charges Clydesdale Bank Plc (“Virgin Money”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr B’s account were unfair as t... (5 pages)View decision -
Decision Reference DRN-5995406
3 Dec 2025 Quilter Investment Platform Limited Not upheldInvestmentsDRN-5995406 The complaint Mr and Mrs T complain that Quilter Investment Platform Limited (‘Quilter’) issued their investment statements late to them and when they were provided, there was discrepancies between these and the reports their independent financial adviser (IFA) was generatin... (4 pages)View decision -
Decision Reference DRN-5974846
3 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5974846 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money gave him a lower credit limit than he expected and completed a partial balance transfer without his consent. What happened On 31 August 2025 Mr P applied for a credit card with Virgin Money. In his... (2 pages)View decision -
Decision Reference DRN-5925711
3 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5925711 The complaint Mrs E complains about Santander UK Plc. She says that she has been the victim of a scam and would like Santander to refund her the money she has lost as a result. What happened Mrs E invested £4,000 in ‘M’ – a social investment business based in Nigeria. Ini... (3 pages)View decision -
Decision Reference DRN-5995304
3 Dec 2025 SiriusPoint International Insurance Corporation Not upheldInsuranceDRN-5995304 The complaint A Limited business which I’ll refer to as U, complains that SiriusPoint International Insurance Corporation (“SiriusPoint”) unfairly declined a claim it made on a Commercial Property Insurance policy. Mr H, a director of U, brings the complaint on its behalf. W... (3 pages)View decision -
Decision Reference DRN-5821359
3 Dec 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5821359 The complaint Mr N is unhappy with Cynergy Bank Plc. Mr N withdrew £1,000 from his Cynergy Online Easy Access savings account to his nominated current account. Mr N wasn’t happy and complained as almost three hours later the payment hadn’t been received in the current accoun... (2 pages)View decision -
Decision Reference DRN-5973651
3 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5973651 The complaint Mr M complains that transactions made using his credit card from American Express Services Europe Limited (AESEL) on 29 July 2025 were reflected on his account as having been made on 28 July 2025. This impacted on his qualifying spend for a companion voucher. W... (2 pages)View decision -
Decision Reference DRN-5986490
3 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5986490 The complaint Mr C has complained that British Gas Insurance Limited (‘British Gas’) hadn’t maintained adequate safety measures under his home care insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the p... (5 pages)View decision