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-5719663
8 Oct 2025 Southern Pacific Mortgage Limited Not upheldMortgagesDRN-5719663 The complaint Miss D complains about her mortgage with Southern Pacific Mortgage Limited (SPML). What happened Miss D took out an interest only mortgage with SPML in 2005. The term ended in 2024, but Miss D has been unable to repay the outstanding capital balance of around £... (3 pages)View decision -
Decision Reference DRN-5577794
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5577794 The complaint Miss S complains Santander UK Plc unfairly closed her account following transactions were made on her account she didn’t recognise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of... (5 pages)View decision -
Decision Reference DRN-5697509
8 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5697509 The complaint Miss S complains that Barclays Bank UK PLC caused delay in converting her mortgage to interest only terms. This is a joint borrower sole proprietor mortgage – it’s Miss S that lives in the property and makes the payments. She brings this complaint, doing so wit... (6 pages)View decision -
Decision Reference DRN-5869364
8 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5869364 The complaint Ms C complains that Tesco Underwriting Limited (TUL) declined a claim made under her home insurance policy. Where I’ve referred to TUL, this also includes reference to agents acting on their behalf. What happened Ms C has home insurance underwritten by TUL. A... (6 pages)View decision -
Decision Reference DRN-4581708
8 Oct 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4581708 The complaint Mr and Mrs B complain about how Liverpool Victoria Financial Services Limited (LV) administered their reviewable whole-of-life policy (RWOL). What happened Mr and Mrs B took out a joint RWOL policy in May 2001 which provided them with life cover of £250,000 an... (4 pages)View decision -
Decision Reference DRN-5825583
8 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5825583 The complaint Mr O is unhappy that PayPal UK Ltd has not refunded him for a product he purchased which he says no longer works. What happened In October 2024 Mr O purchased a mobile phone on an auction site for £540. He paid using his PayPal account. Mr O says the mobile pho... (2 pages)View decision -
Decision Reference DRN-5781043
8 Oct 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5781043 The complaint A company, which I’ll refer to as Z, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted access to funds in its seller account. What happened Z is a seller on Amazon. The company complains that substantial funds in its seller account have ... (4 pages)View decision -
Decision Reference DRN-5743070
8 Oct 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5743070 The complaint Mrs J is unhappy with the way MetLife Europe d.a.c. handled a claim made under a group income protection insurance policy, through her (then) employer. What happened Mrs J had the benefit of a group income protection insurance policy (‘the policy’). Subject to... (4 pages)View decision -
Decision Reference DRN-5706752
8 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5706752 The complaint Mr T complains about the actions of The Royal Bank of Scotland Plc (RBS) when he says he was tricked into transferring money as a result of a scam. Mr T is being represented by a legal representative but for ease I’ll refer to Mr T in my decision. What happen... (3 pages)View decision -
Decision Reference DRN-5851268
8 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5851268 The complaint Miss B complains that Nationwide Building Society has not applied the correct interest rate that she opted for when opening her Individual Savings Account (ISA) and savings account. What happened Miss B said Nationwide advertised a new savings rate of 5% in Ma... (3 pages)View decision