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 400694 results
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Decision Reference DRN-5863860
15 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5863860 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property. As a result they had to pay an early repayment charge (ERC) along with a higher interest rate on their new mortgage. What happe... (6 pages)View decision -
Decision Reference DRN-5853331
15 Oct 2025 OneSavings Bank Plc UpheldBanking and PaymentsDRN-5853331 The complaint Mr J complains about OneSavings Bank Plc’s (trading as Kent Reliance) technical issues, which meant he wasn’t able to fund an ISA (individual savings account) before the end of the 2024/2025 tax year. What happened Mr J travelled to a Kent Reliance branch on 3... (3 pages)View decision -
Decision Reference DRN-5703737
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5703737 The complaint Mrs K complains that Gain Credit LLC trading as Drafty (“Drafty”) didn’t fully explain the terms of a line of credit it provided her especially in relation to the interest rates and the total amount payable. Mrs K has also complained that Drafty were irresponsi... (3 pages)View decision -
Decision Reference DRN-5551697
15 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5551697 The complaint Mr H is unhappy that MBNA Limited hasn’t refunded him money he lost to what he believes was a scam. He thinks MBNA should have raised a chargeback. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail ... (3 pages)View decision -
Decision Reference DRN-5756549
15 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5756549 The complaint J, a limited company, complains that OneSavings Bank Plc trading as Kent Reliance was unfair to appoint receivers in relation to its buy to let mortgages. J’s directors, who I’ll refer to as Mr and Mrs J, have brought this complaint on J’s behalf. Mr and Mrs J ... (3 pages)View decision -
Decision Reference DRN-5545105
15 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5545105 The complaint Mr and Mrs S complain AmTrust Specialty Limited has unfairly declined a claim they made on their building warranty for a flat roof. As Mr S has been the main correspondent for the claim and complaint, I’ve only referred to him in this decision. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5749621
15 Oct 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5749621 The complaint Miss S has complained that deductions were made without warning, when she booked two currency transfers through Wise Payments Limited. What happened In February 2025, Miss S booked two currency transfers with Wise. To fund the transfers, Miss S sent 250 CHF and... (4 pages)View decision -
Decision Reference DRN-5365828
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365828 The complaint Mr F complains that Barclays Bank UK Plc trading as Tesco Bank won’t refund the money he lost to an investment scam. What happened In 2023, Mr F says he decided to take up an investment opportunity after he was contacted by someone from a trading firm which I ... (4 pages)View decision -
Decision Reference DRN-5873800
15 Oct 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5873800 The complaint Mr M complains about the advice given by Zurich Assurance Ltd to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension and then take tax-free cash and annuity. He says the advice was unsuitable for him and belie... (8 pages)View decision -
Decision Reference DRN-5682586
15 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5682586 The complaint Mrs A complains about esure Insurance Limited trading as Sheilas’ Wheels’ service following a claim she made on her motor insurance policy. What happened In March 2024 Mrs A’s car was damaged after it collided with a deer. She claimed on her policy. She was unh... (3 pages)View decision