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-4437597
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4437597 The complaint Ms B complains about Lloyds Bank PLC. She says that she has fallen victim to a scam and would like Lloyds to refund her the money she has lost as a result. What happened Ms B wanted to become a counsellor – in order to finish her studies, she looked online fo... (3 pages)View decision -
Decision Reference DRN-5804126
19 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5804126 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) gave him misleading information regarding his Stocks and Shares ISA. What happened On 19 January 2024, Mr S contacted HLAM to discuss moving cash from his Fund and Share account to his St... (3 pages)View decision -
Decision Reference DRN-5619511
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5619511 The complaint Mr P has complained about how Santander UK Plc (Santander) handled his claim regarding a faulty phone purchased in the US. What happened Mr P purchased a phone from a supplier I shall call ‘N’ via an online marketplace I shall call ‘B’ in November 2023 using hi... (5 pages)View decision -
Decision Reference DRN-5690943
19 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5690943 The complaint Miss F is unhappy with AXA PPP Healthcare Limited trading as AXA Health’s decision to apply an exclusion to her policy. Miss F brings her complaint through a representative, but for simplicity, I’ll refer to all submissions as being made by her personally. What... (4 pages)View decision -
Decision Reference DRN-5672906
19 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5672906 The complaint Mr S’ complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined. Mr S says that Allianz treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t r... (3 pages)View decision -
Decision Reference DRN-5631238
19 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5631238 The complaint Mrs W complains that Nationwide Building Society didn’t tell her that she wasn’t paying enough to her mortgage, with the result that it went into arrears. She complains about the impact of that on her credit file. What happened Mrs W has a mortgage with Nationw... (3 pages)View decision -
Decision Reference DRN-5639124
19 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5639124 The complaint Mr W complains about a missed payment marker placed on his credit file by Frasers Group Financial Services Limited trading as Frasers Plus (‘Fraser Plus’). What happened The background to this complaint is well known by both parties so I’ll only summarise it he... (2 pages)View decision -
Decision Reference DRN-5643048
19 Sep 2025 UAB ZEN.COM Not upheldBanking and PaymentsDRN-5643048 The complaint Mr S, via a representative, has complained that UAB ZEN.COM (“Zen”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision -
Decision Reference DRN-5539924
19 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5539924 The complaint This complaint is for a limited company (R). But the complaint was brought by Ms H so for ease I will refer to her as much as possible throughout. Ms H is unhappy with Barclays Bank UK Plc. Ms H referred to the appalling experience her and her sister Ms S fac... (5 pages)View decision -
Decision Reference DRN-5496987
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5496987 The complaint Mr B complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The backgroun... (4 pages)View decision