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 401363 results
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Decision Reference DRN-5875677
3 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5875677 The complaint Mr M complains that when he asked Nationwide Building Society trading as The Mortgage Works (UK) Plc (“TMW”) to extend the term of his buy-to-let, interest-only mortgage, it said no. Mr M said TMW had failed to resolve concerns about commercial usage of the pro... (4 pages)View decision -
Decision Reference DRN-5730868
3 Nov 2025 Next Retail Limited Not upheldConsumer CreditDRN-5730868 The complaint Miss K complains that Next Retail Limited (Next) acted irresponsibly by agreeing to a credit facility she said she couldn’t afford What happened Around June 2023 Miss K applied for a revolving credit facility (catalogue account) with Next. Her application was s... (3 pages)View decision -
Decision Reference DRN-5880190
3 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5880190 The complaint Mrs K complains that Santander Consumer (UK) Plc will not agree to accept reduced payments on a finance agreement. What happened In May 2021 Mrs K entered into a five-year conditional sale agreement for a used car. She paid a deposit of £1,350 and borrowed the ... (2 pages)View decision -
Decision Reference DRN-5923145
3 Nov 2025 Auto Accept Finance Limited Not upheldConsumer CreditDRN-5923145 The complaint Ms W complains that a car she acquired through a hire purchase agreement financed by Auto Accept Finance Limited trading as AAF (‘AAF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I wil... (4 pages)View decision -
Decision Reference DRN-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 pages)View decision -
Decision Reference DRN-5695339
3 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5695339 The complaint Mrs S complains that the value of her Self-Invested Personal Pension (SIPP) fell significantly in value and Scottish Equitable plc trading as Aegon has failed to provide her with an explanation of why this happened. What happened Mrs S had a Retiready SIPP with... (6 pages)View decision -
Decision Reference DRN-5922742
3 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5922742 The complaint Mr M and Miss E complain that Revolut Ltd won’t refund money they lost when Mr M fell victim to an impersonation scam. The funds were lost from Mr M’s sole account, and Mr M and Miss E’s joint account with Revolut. As it was Mr M who spoke to the scammer, for ... (6 pages)View decision -
Decision Reference DRN-5885300
3 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5885300 The complaint Mr and Mrs T have complained about the settlement made by Ageas Insurance Limited after they made a claim for water damage under their home insurance policy. What happened Mr and Mrs T made a claim to Ageas after becoming aware of a water leak in their bathroo... (2 pages)View decision -
Decision Reference DRN-5919377
3 Nov 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5919377 The complaint Mr P complains about the time taken by Computershare Investor Services Plc (CIS) to transfer some of his shares to a new provider. What happened One of our Investigators looked into the complaint and thought CIS should pay Mr P some compensation for the service... (3 pages)View decision -
Decision Reference DRN-5922351
3 Nov 2025 MSIG Europe SE UpheldInsuranceDRN-5922351 The complaint M complains about how MSIG Europe SE wants to settle a claim he made on his commercial buildings insurance policy. Reference to MSIG includes its agents. M has also been represented in bringing this complaint. So for ease of reading, I’ll refer to M and his rep... (7 pages)View decision