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-5923875
4 Nov 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5923875 The complaint Miss R complains that Harvey & Thompson Limited trading as H&T Pawnbrokers (H&T) placed a stop on her account and prevented her from retrieving her pledged items. What happened I issued a provisional decision setting out what I thought about Miss R’... (6 pages)View decision -
Decision Reference DRN-5640228
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640228 The complaint Mrs B is unhappy Barclays Bank UK PLC will not refund £10,617.94 that she lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Mrs B fell victim to a job/task scam. ... (4 pages)View decision -
Decision Reference DRN-5922850
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5922850 The complaint Mr and Mrs L complain that NATIONAL WESTMISTER BANK PUBLIC LIMITED COMPANY gave them incorrect information about how much they could borrow. What happened Mr and Mrs L have a mortgage with NatWest. They wanted to borrow more money to extend their home. NatWest ... (2 pages)View decision -
Decision Reference DRN-5709476
4 Nov 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5709476 The complaint Mr J is unhappy that Origen Financial Services Limited (Origen) advised him to remain in his Defined Benefit (DB) Occupational Pension Scheme (OPS) in 2019. He believes this advice has caused him to suffer a loss. What happened Our investigator set out the back... (5 pages)View decision -
Decision Reference DRN-5925595
4 Nov 2025 Standard Life Lifetime Mortgages Limited Not upheldMortgagesDRN-5925595 The complaint The estate of Mrs C has complained about a lifetime mortgage Mrs C held with Standard Life Lifetime Mortgages Limited. The estate has said the mortgage was mis-sold. What happened The lifetime mortgage was taken out in May 2000 by Mr and Mrs C. They applied for... (3 pages)View decision -
Decision Reference DRN-5712118
4 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5712118 The complaint Mr A complains that Astrenska Insurance Limited unfairly declined to pay a claim on his European breakdown policy. Mr A’s policy is administered by another company on Astrenska’s behalf. That company has dealt with the claim and replied to Mr A’s complaint. But... (3 pages)View decision -
Decision Reference DRN-5706010
4 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5706010 The complaint Mr S complains about how Advantage Insurance Company Limited (“Advantage”) cancelled his car insurance policy when it said his driving score was too low. Mr S is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr S had a c... (3 pages)View decision -
Decision Reference DRN-5754373
4 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5754373 The complaint Mrs D complains that a failure by Scottish Equitable Plc trading as Aegon (“Aegon”) to gather sufficient information before the completion of a transfer of her pension benefits meant that the investment of her pension savings was delayed. What happened Mrs D ha... (4 pages)View decision -
Decision Reference DRN-5926340
4 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5926340 The complaint Mr and Mrs P complain about how AXA Insurance UK Plc handled their claim following a fire at their home. What happened In May 2024 Mr and Mrs P’s home was badly damaged by a fire which started in their garden. They made a claim under their household buildings a... (2 pages)View decision -
Decision Reference DRN-5706269
4 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5706269 The complaint Mr R complains that Santander UK Plc won’t refund him after he sent funds to what he considers to be an investment scam. Mr R is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr R di... (5 pages)View decision