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 374385 results
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Decision Reference DRN-5782367
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5782367 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, prevented him from making payments to his credit card account. What happened Towards the end of June 2024, Mr S wanted to make some large payments to his Halifax credit card. But Halifax wouldn’t all... (2 pages)View decision -
Decision Reference DRN-5125365
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5125365 The complaint Mrs C complains that National Westminster Bank Public Limited Company (“NatWest”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5605387
28 Aug 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5605387 The complaint Miss A’s complaint relates to a Help to Buy (“HTB”) loan that was administered on behalf of the lender by Lenvi Servicing Limited. She’s unhappy about the amount she had to pay to redeem her loan as she says some of the increase in value is due to some non-stru... (6 pages)View decision -
Decision Reference DRN-5782357
28 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5782357 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. Mr M’s complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt wit... (5 pages)View decision -
Decision Reference DRN-5766299
28 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5766299 The complaint Mr S complains about Legal and General Assurance Society Limited’s actions relating to a claim he made on his critical illness insurance cover. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. I... (3 pages)View decision -
Decision Reference DRN-5712186
28 Aug 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5712186 The complaint Mrs B has complained Cumberland Building Society provided her with false information when she opened a new account in July 2023. They also didn’t carry out their due diligence which has meant her son was able to access her other accounts using online banking. W... (3 pages)View decision -
Decision Reference DRN-5781457
28 Aug 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5781457 The complaint Mr T complains that Ascot Lloyd Limited trading as Ascot Lloyd gave him unsuitable advice to transfer the deferred benefits, he held in two defined benefit occupational pension schemes, to a self-invested personal pension (‘SIPP’). He says that it will cause hi... (10 pages)View decision -
Decision Reference DRN-5780817
28 Aug 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5780817 The complaint Mrs T complains that Ascot Lloyd Limited gave her unsuitable advice to transfer her deferred defined benefit occupational pension scheme (‘OPS’) to a self-invested personal pension (‘SIPP’). She says that she will now be worse off in retirement by following Asc... (9 pages)View decision -
Decision Reference DRN-5625523
28 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5625523 The complaint Mrs P complains that Santander UK Plc hasn’t reimbursed her after she says she fell victim to a property development investment scam. What happened In June 2021, Mrs P invested £50,000 in a company I’ll call ‘D’ who said it was investing in property development... (4 pages)View decision -
Decision Reference DRN-5772911
28 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5772911 The complaint M, a limited company, complains that Barclays Bank UK PLC have declined to refund them in full for transactions they say they didn’t agree to. They’d like their full losses refunded. What happened The background to this complaint is well known to both parties,... (4 pages)View decision
