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 392389 results
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Decision Reference DRN-5749799
30 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5749799 The complaint Mr N complains that Santander UK Plc has been unable to locate his account. What happened Mr N says in January 2025 he found an account passbook for an account he opened with a business later taken over by Santander. He says the passbook shows a balance of just... (2 pages)View decision -
Decision Reference DRN-5762470
30 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5762470 The complaint Mr K, on behalf of G, complains that Clydesdale Bank Plc trading as Virgin Money restricted G’s account access which meant money couldn’t be moved to a different account. What happened In around May 2024 Virgin Money restricted G’s account access by not sending... (2 pages)View decision -
Decision Reference DRN-5657484
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657484 The complaint Mr H is unhappy with Santander UK Plc. He said that Santander told him it could move his stocks and shares ISA account over from another financial services provider (H). Mr H completed the forms only to then be told by Santander it wasn’t possible to move the f... (3 pages)View decision -
Decision Reference DRN-5623647
29 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5623647 The complaint Mr L complains that Specialist Motor Finance Limited (‘Specialist’) entered into a Hire Purchase agreement with him when it wasn’t affordable. He has complained using a professional representative, but for ease I will refer to Mr L throughout. What happened In... (4 pages)View decision -
Decision Reference DRN-5782424
29 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5782424 The complaint Mr F complains, thorough his representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards his Self-Invested Personal Pension (SIPP). What happened Although Mr F is represent... (16 pages)View decision -
Decision Reference DRN-5230253
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5230253 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment scam. Mrs O is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5759852
29 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5759852 The complaint Mr G has complained about U K Insurance Limited (UKI) trading as Direct Line. He isn’t happy about the way it dealt with a claim under his landlord insurance policy. Any reference to UKI includes its agents that it is responsible for unless specified. What happ... (3 pages)View decision -
Decision Reference DRN-5565296
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5565296 The complaint Mr D complained about Admiral Insurance (Gibraltar) Limited’s actions after a claim on his motor insurance policy resulted in a county court judgement (CCJ) being taken against him. What happened Mr D said that Admiral took too long to settle a third party’s cl... (2 pages)View decision -
Decision Reference DRN-5635484
29 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5635484 The complaint Mr J has complained about the process of withdrawing his pension funds from The Prudential Assurance Company Limited (‘Prudential’). Mr J states he tried to withdraw his pension monies several times – starting in 2021 - but was unable to do so until October 202... (4 pages)View decision -
Decision Reference DRN-5457436
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457436 The complaint Ms L complains about a debt owing to Black Horse Limited (“Black Horse”) which has now been sold on to a third party. What happened Ms L voluntarily terminated a hire purchase agreement in 2021. The hire purchase agreement had been taken in 2018 with Black Hors... (3 pages)View decision