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 400695 results
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Decision Reference DRN-5889032
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889032 The complaint Miss R complains Santander UK Plc (Santander) unfairly declined a claim for a disputed transaction for faulty bathroom parts. What happened Both parties are familiar with the facts of the case, so I’ll summarise these here. Mr P is representing Miss R in this m... (4 pages)View decision -
Decision Reference DRN-5729521
7 Nov 2025 Nationwide Building Society UpheldConsumer CreditDRN-5729521 The complaint Mr S complains that Nationwide Building Society has unfairly reported adverse information about two loan accounts to credit reference agencies (CRAs). What happened Mr S previously complained to Nationwide about irresponsible lending relating to two loan accoun... (6 pages)View decision -
Decision Reference DRN-5742673
7 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5742673 The complaint Miss W complains that INTACT INSURANCE UK LIMITED (Intact) didn’t appoint solicitors to pursue legal action for a personal injury claim on a legal expenses insurance policy What happened Miss W held a legal expenses insurance policy with Intact (although the po... (2 pages)View decision -
Decision Reference DRN-5718983
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5718983 The complaint Ms A is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms A realised she’d been scammed after thinking she’d purchased a flight from a legitimate travel agent. The payment of £480 was made b... (3 pages)View decision -
Decision Reference DRN-5786234
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5786234 The complaint Mr B’s unhappy with the time it took Nationwide Building Society (Nationwide) to provide proof of an international payment for a property sale in Ukraine – which led to further costs. What happened Mr B instructed Nationwide to send a £5,080.05 payment to Ukrai... (3 pages)View decision -
Decision Reference DRN-5918399
7 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5918399 The complaint Mrs C is unhappy that Vanquis Bank Limited didn’t put her credit card account on hold when she asked. What happened Mrs C took out a credit card with Vanquis around October 2023. Later the same month, Mrs C says Vanquis gave her details about a third party’s a... (2 pages)View decision -
Decision Reference DRN-5934589
7 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5934589 The complaint Mr B complains Starling Bank Limited won’t refund the money he says he lost to a scam. What happened Mr B says he was introduced to C via a deal sourcing company (F). He saw an advert for property development investments they were offering and responded. In bri... (6 pages)View decision -
Decision Reference DRN-5892368
7 Nov 2025 Aon UK Limited Not upheldPensions and AnnuitiesDRN-5892368 The complaint Mr S complains that Aon UK Limited (AON) (previously Hewitt) mis-sold and mismanaged his Group Personal Pension (GPP). He says it did not explain the lifestyling option to him properly and it was too high risk. He says this caused him to lose £80,000 and he hol... (5 pages)View decision -
Decision Reference DRN-5836719
7 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5836719 The complaint Mrs R complains that a finance agreement she has with Black Horse Ltd (Black Horse) was mis-sold to her. What happened Mrs R took receipt of a used car in May 2023. She financed the deal through a hire purchase agreement with Black Horse. She later enquired abo... (2 pages)View decision -
Decision Reference DRN-5791189
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5791189 The complaint Mr J is unhappy with the exchange rate provided by HSBC UK Bank Plc trading as First Direct (‘First Direct’) for an incoming international payment. He thinks the margin included in this rate is excessive and it should have been disclosed to him beforehand. What... (3 pages)View decision