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-5707014
3 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5707014 The complaint Sadly, Mrs R, the complainant who fell victim to the scam, passed away while our service was looking into the matter, and so the estate of Mrs R is now pursuing the complaint. The estate of Mrs R is bringing the complaint that Santander UK Plc, declined to ref... (4 pages)View decision -
Decision Reference DRN-4493958
3 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-4493958 The complaint Mr T complains about a motor finance agreement he took out with Black Horse Limited trading as Land Rover Financial Services (Black Horse). Mr T believes that he has lost out as a result of Black Horse paying an undisclosed commission to the broker who arranged... (2 pages)View decision -
Decision Reference DRN-5801666
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801666 The complaint Mrs S complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unlawfully and improperly removed authority from the person appointed under a Lasting Power of Attorney (‘LPA’) to manage her bank accounts. What happened In 2018, Mrs S arrange... (3 pages)View decision -
Decision Reference DRN-5803808
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5803808 The complaint Mr J and Ms W are unhappy that Accredited Insurance (Europe) Ltd (“AI”) unfairly voided their home insurance policy due to a misrepresentation by them. What happened Mr J and Ms W made a claim on their policy, so AI arranged for the claim to be reviewed and val... (4 pages)View decision -
Decision Reference DRN-5920004
3 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5920004 The complaint Mr and Mrs H said that Bank of Scotland plc trading as Halifax kept writing to them to tell them the interest rate on their mortgage was going down, but at the same time, asking them to pay more each month. They feared many bank customers would be paying too mu... (4 pages)View decision -
Decision Reference DRN-5922896
3 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5922896 The complaint Mr D complains that he wasn’t able to open an account with Zilch Technology Limited (Zilch) because his phone number had been associated with another account that he didn’t open. What happened Mr D says that he tried to open an account with Zilch but couldn’t c... (3 pages)View decision -
Decision Reference DRN-5922258
3 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5922258 The complaint Miss I argues J D Williams & Company Limited acted unfairly by agreeing a catalogue shopping account with a limit she couldn’t afford to repay. What happened In August 2023 J D Wiliiams gave Miss I a catalogue shopping account with a £500 limit. Miss I argu... (4 pages)View decision -
Decision Reference DRN-5577499
3 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5577499 The complaint Mr D complains about the handling of his buildings insurance claim by Society of Lloyd’s (‘SoL’). Any reference to SoL includes its agents and the insurer that underwrote the policy. What happened SoL provides buildings insurance cover for a multi-occupancy p... (4 pages)View decision -
Decision Reference DRN-5630794
3 Nov 2025 HARVEY WATER SOFTENERS LIMITED Not upheldConsumer CreditDRN-5630794 The complaint Mr K complaints that the water softener he acquired from Harvey Water Softeners Limited (HWS) became defective prematurely and began to leak. This caused significant damage to his kitchen. Mr K has brought this complaint through a representative, but for ease o... (3 pages)View decision -
Decision Reference DRN-5902006
3 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5902006 The complaint Mrs T complains about Vanquis Bank Limited’s handling of her Data Subject Access Request (DSAR) What happened In February 2025, Mrs T submitted a DSAR to Vanquis and then complained to us later the same month as it hadn’t provided her with the information reque... (2 pages)View decision