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-5823883
8 Oct 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5823883 The complaint Miss M complains that Loans 2 Go Limited (Loans 2 Go) acted irresponsibly in providing her with a personal loan because it was unaffordable for her. What happened Miss M took out a personal loan with Loans 2 Go in September 2022. The loan was for £250. The loa... (3 pages)View decision -
Decision Reference DRN-5802423
8 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5802423 The complaint Mr M complains that Santander UK Plc won’t reimburse him after he fell victim to a cryptocurrency investment scam. Mr M is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr M directly... (5 pages)View decision -
Decision Reference DRN-5609536
8 Oct 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldPensions and AnnuitiesDRN-5609536 The complaint Miss N complains that Vanguard Asset Management, Ltd (Vanguard) acted unfairly when it failed to send her the statement she needed by post, despite her urgent and exceptional need for that statement. What happened Miss N is a UK expat with a Vanguard pension pl... (6 pages)View decision -
Decision Reference DRN-5758367
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5758367 The complaint Mr J complains about the actions of National Westminster Bank Public Limited (NatWest) following a Cifas marker being applied to his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief over... (3 pages)View decision -
Decision Reference DRN-5767804
8 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5767804 The complaint Miss H complained about Nationwide Building Society. She complained because: - she paid cash into a branch, and said the amount which the cashier credited to her account was less than she paid in; and - she was unhappy with Nationwide’s service and response to... (3 pages)View decision -
Decision Reference DRN-5868733
8 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5868733 The complaint Ms A complains about the service she received from National Savings and Investments (“NS&I”) when she contacted it about the information displayed on her prize app which she believed was misrepresenting the returns on her investments with it. In particular,... (4 pages)View decision -
Decision Reference DRN-5613172
8 Oct 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5613172 The complaint Mr and Mrs M have complained about Amtrust International Underwriters DAC’s decision to decline a claim they made under their Build-Zone Structural Warranty Policy. What happened The subject of this complaint is a building comprised of multiple flats. Some of ... (6 pages)View decision -
Decision Reference DRN-5535044
8 Oct 2025 Atomos Financial Planning Limited UpheldPensions and AnnuitiesDRN-5535044 The complaint Mr C complains about the advice he was given by Atomos Financial Planning Limited to transfer his defined benefit occupational pension scheme (OPS) to a personal pension arrangement. What happened Mr C’s complaint was considered by one of our investigators. He ... (6 pages)View decision -
Decision Reference DRN-5802052
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802052 The complaint Mr C complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. What happened Mr C applied for a credit card with NewDay on 6 May 2022. NewDay approved a BIP credit card... (4 pages)View decision -
Decision Reference DRN-5845535
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5845535 The complaint Mr A is unhappy that Santander UK Plc failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both parties and so I will n... (2 pages)View decision