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 365917 results
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Decision Reference DRN-5162923
19 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5162923 The complaint Mr F has complained Nationwide Building Society won’t refund him for three transactions he didn’t authorise. What happened In July 2024 on a night out, Mr F was approached by men he didn’t know. This fracas ended in Mr F’s phone being stolen. He reported this t... (3 pages)View decision -
Decision Reference DRN-5546714
19 May 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5546714 The complaint Mr H complains about the hire agreement he took out with Motability Operations Limited (“Motability”). He says he was told at the end of the agreement he’d be able to buy the car but has now discovered this isn’t possible. What happened In March 2022 Mr H was s... (3 pages)View decision -
Decision Reference DRN-5568773
19 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5568773 The complaint Mr V has complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim he made on his motor insurance policy. What happened I issued a provisional decision on this complaint earlier this month. An extract from that decision foll... (4 pages)View decision -
Decision Reference DRN-5564789
19 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5564789 The complaint Mr B complains American Express Services Europe Limited (AESEL) mishandled his chargeback claim for a car he rented that he says was not as described. What happened I issued my provisional decision on this complaint on 13 May 2025. An extract from that provisio... (6 pages)View decision -
Decision Reference DRN-5453767
19 May 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5453767 The complaint Mr Q complains that Zopa Bank Limited, trading as Zopa, incorrectly recorded his name on a Hire Purchase Agreement. He would like the mistake acknowledged, his name amended on the agreement, a reassessment of the contract and compensation for the emotional dis... (2 pages)View decision -
Decision Reference DRN-5566841
19 May 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5566841 The complaint Mr and Mrs M complain that The Royal Bank of Scotland Plc, trading as The One Account, allowed Mr M to draw down £30,000 from their mortgage when it shouldn’t have done and without Mrs M’s agreement. What happened Mr and Mrs M opened a “One Account” with RBS i... (3 pages)View decision -
Decision Reference DRN-5505274
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5505274 The complaint Mrs H and Mr J as directors of company ‘W’ complain about the service received by Santander UK Plc (“Santander”) when trying to close down a business bond and updating W’s banking mandate. What happened W held a bond with Santander worth approximately £80,000 ... (5 pages)View decision -
Decision Reference DRN-4999579
19 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4999579 The complaint Mr D complains that the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer two existing pension plans to SJP in 2012 and 2018 was unsuitable. He also complains that he’s been paying an ongoing advice charge (‘OAC’) for a number ... (5 pages)View decision -
Decision Reference DRN-5432166
19 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5432166 The complaint Ms Z has complained HSBC UK Bank plc allowed someone to open a current and a credit account in her name. This has impacted her credit record and caused considerable distress. What happened In late 2023 Ms Z started to receive letters from a debt collection agen... (2 pages)View decision -
Decision Reference DRN-5229190
19 May 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5229190 The complaint Mr G complains about the service and advice he has received from AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) regarding his request to transfer the benefits in his defined-benefit (‘DB’) occupational pension scheme. He is ... (10 pages)View decision
