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 369228 results
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Decision Reference DRN-5609999
12 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5609999 The complaint Mr and Mrs C’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. They have said they did not fully understand the mortgage and the amount that would need to be repaid when it was due to be repaid. In addition, they have said ... (3 pages)View decision -
Decision Reference DRN-5520433
12 Jun 2025 UK Mortgage Lending Ltd Not upheldMortgagesDRN-5520433 The complaint Mr and Mrs C’s complaint is about a second charge mortgage they have with UK Mortgage Lending Ltd trading as Pepper Money (UKML). They don’t consider that UKML has done enough to support them since a fixed interest rate product ended. They have said that UKML k... (4 pages)View decision -
Decision Reference DRN-5535757
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5535757 The complaint Miss B complains about Revolut Ltd. She says that Revolut failed to protect her when she fell victim to a cryptocurrency investment scam and would like Revolut to refund her the money she has lost. What happened Miss B saw an advert for investing in cryptocur... (3 pages)View decision -
Decision Reference DRN-5198557
11 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5198557 The complaint Mr R complained that his enhanced annuity with Scottish Widows Limited has been reduced following its discovery of an error in not amending some of the health details he corrected on his application. What happened Mr R used a broker to search for an enhanced a... (8 pages)View decision -
Decision Reference DRN-5535747
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5535747 The complaint Miss B complains about Barclays Bank UK PLC. She says that Barclays failed to protect her when she fell victim to a cryptocurrency investment scam and would like Barclays to refund her the money she has lost. What happened Miss B made contact with the scammer... (3 pages)View decision -
Decision Reference DRN-5251543
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5251543 The complaint Mr P complains about Santander UK Plc. He would like Santander to refund him his remaining losses from a scam he fell victim to in 2021. What happened The details of what happened here are well-known to all parties, so I won’t repeat them in detail here. In su... (3 pages)View decision -
Decision Reference DRN-5415313
11 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5415313 The complaint Mr J complains that Scottish Widows Limited didn’t treat him fairly when it closed the range of funds in which his self-invested personal pension (SIPP) invested. What happened Mr J’s SIPP with James Hay contains an insurance policy which is commonly known as ... (6 pages)View decision -
Decision Reference DRN-5301149
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5301149 The complaint Mr Y complains about Barclays Bank UK PLC. He says that he has been the victim of a scam and would like Barclays to refund him the money he has lost as a result. What happened Mr Y met an individual while he was providing a taxi service to the individual’s ho... (2 pages)View decision -
Decision Reference DRN-5618843
11 Jun 2025 Auto Accept Finance Limited UpheldConsumer CreditDRN-5618843 The complaint Mr and Mrs M complain about a car supplied under a hire purchase agreement, provided by Auto Accept Finance Limited (‘AAF’). What happened Around July 2023 Mr and Mrs M acquired a used car under a hire purchase agreement with AAF, from a dealer I’ll refer to as... (8 pages)View decision -
Decision Reference DRN-5595008
11 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5595008 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank was irresponsible in its lending to him. What happened Mr J was provided with a £30,000 loan by Tesco Bank in November 2018. The loan term was 122 months and Mr J was required to make 120 monthly re... (3 pages)View decision
