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-5709200
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5709200 The complaint Mr G is unhappy that HSBC UK Bank Plc defaulted his account. What happened Mr G had an account with HSBC that fell into arrears. On 31 March 2025, HSBC issued a default notice to Mr G which explained that Mr G needed to clear the arrears present on his account ... (2 pages)View decision -
Decision Reference DRN-5625536
18 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5625536 The complaint Mr R complains that Metro Bank PLC hasn’t refunded the money he lost when he fell victim to a scam. What happened Mr R was looking for work, and came across an opportunity online, he was then contacted via a messaging service by someone explaining the details ... (3 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN-5197608
18 Sep 2025 Capital Risk Management Limited Not upheldInvestmentsDRN-5197608 The complaint Mr W complains that Capital Risk Management Limited (CRM) failed to intervene when investments held within his stock and shares ISA incurred losses. What happened Mr W first became involved with CRM in late 2014 when he met with it to discuss his existing inve... (4 pages)View decision -
Decision Reference DRN-5624461
18 Sep 2025 Lesley, Stephen & Co. Limited UpheldMortgagesDRN-5624461 The complaint Miss C and Mr W complain that Lesley, Stephen & Co. Limited (LSC) irresponsibly lent them a third charge mortgage. What happened Miss C and Mr W bought their property in 2018, with the aid of a standard first charge mortgage and a help to buy shared equity ... (9 pages)View decision -
Decision Reference DRN-5822184
18 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5822184 The complaint Mr T complains that Toyota Financial Services (UK) PLC (‘TFS’) irresponsibly entered into a hire purchase agreement with him. He says TFS failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr T has been re... (4 pages)View decision -
Decision Reference DRN-5804435
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5804435 The complaint Mr and Mrs H complain that National Westminster Bank PLC treated them unfairly when they applied to port their mortgage. They ask for further compensation. What happened Mr and Mrs H had a mortgage with NatWest. They wanted to move nearer to Mrs H’s workplace. ... (4 pages)View decision -
Decision Reference DRN-5758099
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5758099 The complaint Ms R is a sole trader, trading as S. She is unhappy that Santander UK Plc (‘Santander’) won’t reimburse her after she says she fell victim to a property purchase scam. What happened The background to this complaint is well-known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5806791
18 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5806791 The complaint The estate of the late Mr L has complained about Phoenix Life Limited’s (‘Phoenix’) administration of the late Mr L’s life assurance policy. The estate of Mr L is being represented by the late Mr L’s son, Mr L. For ease of reading, I will refer to the late Mr ... (6 pages)View decision -
Decision Reference DRN-5824704
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5824704 The complaint Mr A complains about the actions taken by HSBC UK Bank Plc when it applied restrictions to his account pending the outcome of a review. What happened In February 2025, HSBC blocked Mr A’s account whilst it carried out a review. All transactions through the acc... (3 pages)View decision