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 392389 results
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Decision Reference DRN-5632682
1 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5632682 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money (Virgin), after his credit card account was blocked. What happened Mr F holds a credit card account with Virgin. He was working in the USA in the summer of 2024, but ... (3 pages)View decision -
Decision Reference DRN-5730831
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5730831 The complaint Mr P has complained about what happened when he wanted to make a change to his mortgage he held with National Westminster Bank Public Limited Company. Mr P says he approached NatWest as he wanted to change his mortgage from repayment to interest only to reduce... (10 pages)View decision -
Decision Reference DRN-5543180
1 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5543180 The complaint Miss F complains that Bank of Scotland plc trading as Halifax has declined her claim under the Direct Debit Guarantee for a refund. What happened In November 2024, Miss F asked Halifax to refund her under the Direct Debit Guarantee for a series of payments made... (2 pages)View decision -
Decision Reference DRN-5590104
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5590104 The complaint Mrs A complains Santander UK Plc made her feel like a criminal and caused her considerable distress and inconvenience. What happened Mrs A has an account with Santander and has done so for over 20 years. Mrs A says she went into branch on 22 February 2025 to ma... (2 pages)View decision -
Decision Reference DRN-5562687
1 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5562687 The complaint Mrs G, Mrs S and Mr S, as trustees, have complained about investment advice provided by St. James's Place Wealth Management Plc (“SJP”). Specifically, the charges relating to the investment bond that was recommended to be held in the trust, its performance... (4 pages)View decision -
Decision Reference DRN-5562657
1 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5562657 The complaint Mrs G, Mr S1 and Mr S2, as trustees, have complained about investment advice provided by St. James's Place Wealth Management Plc (“SJP”). Specifically, the charges relating to the investment bond that was recommended to be held in the trust, its performanc... (3 pages)View decision -
Decision Reference DRN-5568731
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5568731 The complaint Mr A complains that Wise Payments Limited trading as Wise has discriminated against him because of checks it made on an incoming payment. What happened In February 2025, Mr A received a payment from a friend into his Wise account. Before Wise fully accepted the... (2 pages)View decision -
Decision Reference DRN-5300409
1 Aug 2025 TrinityBridge Limited Not upheldInvestmentsDRN-5300409 The complaint The trustees of M (“the trust”) complain that TrinityBridge Limited trading as Close Brothers Asset Management (“Close Brothers”) failed to provide annual reviews of the investment that was held in the trust, despite having been charged ongoing advice fees. The... (5 pages)View decision -
Decision Reference DRN-5557264
1 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5557264 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money didn’t refund him when he told it that a company had taken several payments in error. What happened In July 2024, Mr K noticed that a company that he had made payments to previously had wrongly deb... (2 pages)View decision -
Decision Reference DRN-5729779
1 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5729779 The complaint Mr P complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc. What happened In June 2022, Mr P got a van from a dealer. Around a year later, Mr P gave the van back to the dealer and completed the relevant paperwork w... (5 pages)View decision