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-5802687
6 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5802687 The complaint Mr W has complained about the way Bank of Scotland plc (“BOS”) dealt with a claim for money back in relation to a packaged holiday he paid for with credit it provided. Mr W is represented by his son, but as Mr W remains the complainant I will refer to him thro... (5 pages)View decision -
Decision Reference DRN-5892467
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5892467 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) didn’t do enough to prevent him losing money to a scam. Mr S has brought his complaint through a representative. But, for ease of reading, I’ll mostly just refer to Mr S himself whe... (3 pages)View decision -
Decision Reference DRN-5862218
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5862218 The complaint Mr W, who is represented by a professional representative (“PR”) complains that Santander UK Plc rejected his claim under section 75 Consumer Credit Act 1975 (“s.75”). What happened In August 2019 Mr W paid €29,900 to a firm, which I will call F for timeshare r... (3 pages)View decision -
Decision Reference DRN-5932111
6 Nov 2025 ASPRAY LIMITED UpheldInsuranceDRN-5932111 The complaint Mrs T complained that ASPRAY LIMITED (“Aspray”) failed to maintain proper records and failed by not notifying our Service of a new complaint relating to her insurer. Aspray were acting for Mrs T, in the role of loss assessor, in respect to a claim she had made ... (3 pages)View decision -
Decision Reference DRN-5588005
6 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5588005 The complaint Mr H brings the complaint on behalf of Q, a limited company. He complains that Metro Bank PLC failed to prevent Q’s loss after it fell victim to a scam. What happened In July 2023 Q was in correspondence with someone it believed was a long standing supplier. I... (5 pages)View decision -
Decision Reference DRN-5889445
6 Nov 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5889445 The complaint Mr D complains St James’s Place Wealth Management Plc (St James’s Place) mis-sold him an income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In 2001 Mr D purchas... (3 pages)View decision -
Decision Reference DRN-5816714
6 Nov 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5816714 The complaint Ms R and Mr A are trustees of a Pension Plan Small Self-Administer Scheme set up under trust (which I’ll refer to as the ‘SSAS’). They complain that Cater Allen Limited won’t refund the money the SSAS lost when it was the victim of what the trustees feel was a ... (6 pages)View decision -
Decision Reference DRN-5723465
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723465 The complaint Mr L complains that HSBC UK Bank Plc won’t refund him money he lost in an investment scam. Mr L is being represented by a professional representative, but for ease of reading I’ve just referred to Mr L throughout. What happened The circumstances surrounding thi... (3 pages)View decision -
Decision Reference DRN-5900864
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5900864 The complaint Ms L complains about how National Westminster Bank Plc (‘NatWest’) handled a request to cancel and reissue her credit and debit cards after they were stolen. Ms L seeks compensation of £5,000 for her distress and inconvenience. What happened Ms L’s debit and cr... (3 pages)View decision -
Decision Reference DRN-5816269
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5816269 The complaint Mr S has complained about the way National Westminster Bank Public Limited company (“NatWest”) dealt with a claim for money back in relation to a packaged holiday he paid for with credit it provided. Mr S’s credit card was originally with a different provider,... (5 pages)View decision