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 381082 results
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Decision Reference DRN-5793756
2 Oct 2025 Lendable Ltd UpheldConsumer CreditDRN-5793756 The complaint Mr S complains that Lendable Ltd did not provide him with a full refund when he rejected a car he had taken under a hire purchase agreement. What happened On 26 November 2024 Mr S entered into a hire purchase agreement for a used car with Lendable. Under the te... (3 pages)View decision -
Decision Reference DRN-5855997
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5855997 The complaint Mr D says National Westminster Bank Public Limited Company , trading as “Ulster Bank” failed to protect him from financial harm when he fell victim to a scam. Mr D had initially appointed a professional representative who brought the complaint on his behalf. H... (4 pages)View decision -
Decision Reference DRN-5761550
2 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5761550 The complaint Mr K complains Nationwide Building Society didn’t do enough to protect him when he fell victim to a scam. What happened Mr K says he came across information online promoting a new cryptocurrency meme coin. Mr K then joined a Telegram channel for the coin. He sa... (3 pages)View decision -
Decision Reference DRN-5855603
2 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5855603 The complaint Mrs H is unhappy with the service provided by Intact Insurance UK Limited (Intact) following a claim made on her home insurance policy. Intact is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the cla... (6 pages)View decision -
Decision Reference DRN-5418442
2 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5418442 The complaint Mr C complains Santander UK Plc won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgroun... (4 pages)View decision -
Decision Reference DRN-5719992
2 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5719992 The complaint Mr and Mrs S complain that Aviva Life & Pensions UK Limited (Aviva) incorrectly set up Mr S’s pension annuity as a single life pension, rather than the joint life pension he said he asked it to set up. He wants Aviva to cover the cost of replacing his exist... (7 pages)View decision -
Decision Reference DRN-5751988
2 Oct 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5751988 The complaint Mr G has complained about the way Sainsbury's Bank Plc (“Sainsbury’s”) dealt with a claim for money back in relation to a packaged holiday he paid for with credit it provided. What happened In August 2023, Mr G used his Sainsbury’s credit card to pay for ... (7 pages)View decision -
Decision Reference DRN-5683747
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5683747 The complaint Mr S is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse him after he says he fell victim to a cryptocurrency investment scam. What happened In mid 2024, Mr S signed up with a company I’ll refer to as H after he saw the... (3 pages)View decision -
Decision Reference DRN-5791429
2 Oct 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5791429 The complaint Ms S complains that when her Junior ISA matured, on her eighteenth birthday, Coventry Building Society asked her to send certified copies of identification documents. Ms S said she’d already sent Coventry identification documents, so this was an unreasonable re... (5 pages)View decision -
Decision Reference DRN-5645701
2 Oct 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5645701 The complaint Mr P complains about the amount Haven Insurance Company Limited charged him for his commercial vehicle insurance policies. What happened Mr P held a commercial vehicle insurance policy with Haven for a number of years. At renewal in 2024, Mr P was shocked to se... (3 pages)View decision
