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 380824 results
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Decision Reference DRN-5326213
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5326213 The complaint Mr F says Bank of Scotland PLC (BoS) should’ve protected him from financial harm after he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr F says he saw a compan... (4 pages)View decision -
Decision Reference DRN-5731761
29 Sep 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5731761 The complaint Mr R complains that Ald Automotive Limited overcharged him for excess mileage What happened Mr R was supplied with a car and entered into an agreement with Ald Automotive. The initial contract mileage was 24,000, 8000 per annum for a 36 month term. In June 2023... (2 pages)View decision -
Decision Reference DRN-5538424
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5538424 The complaint Miss C complains Nationwide Building Society unfairly closed her accounts. What happened Miss C held a Nationwide FlexDirect account and an Easy Access Saver account. On 2 April 2024 Nationwide informed Miss C that it had placed restrictions on her accounts. ... (3 pages)View decision -
Decision Reference DRN-5666811
29 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5666811 The complaint Ms K complains Santander Consumer (UK) Plc mis-sold a conditional sale agreement because it failed to adequately explain the extra products which she purchased. What happened In September 2022 Ms K ordered a new car financed through a conditional sale agreement... (4 pages)View decision -
Decision Reference DRN-5843003
29 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5843003 The complaint Mr G has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), acted unfairly and unreasonably by being a party to an unfair debtor-creditor relationship with him under s.140A of the Consumer Credit Act 1984 (“CCA”)... (4 pages)View decision -
Decision Reference DRN-5755097
29 Sep 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5755097 The complaint Mr F complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) unfairly reduced the Transfer Value (TV) of his policies, leading to him receiving a lower annuity than he would’ve done with his new provider. Mr F feels that it should’ve tran... (5 pages)View decision -
Decision Reference DRN-5532378
29 Sep 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5532378 The complaint Mr H, and a limited company who I’ll refer to as ‘B’, complain that HCC International Insurance Company Plc trading as Tokio Marine HCC (‘HCC’) unfairly declined a storm damage claim made under their property insurance policy. Mr H is a director of B and bring... (3 pages)View decision -
Decision Reference DRN-5759651
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5759651 The complaint Mr P complains that Nationwide Building Society won’t refund money he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr P fell victim to an impersonation scam in Augus... (4 pages)View decision -
Decision Reference DRN-5497304
29 Sep 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5497304 The complaint Mr E, represented by a claims management company (CMC), complains that St. James's Place Wealth Management Plc (“SJP”) provided unsuitable investment advice to open a stocks and shares ISA, then later transfer another cash ISA to it. (An additional complai... (4 pages)View decision -
Decision Reference DRN-5727287
29 Sep 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5727287 The complaint Ms T complains about the way Lex Autolease Ltd (“Lex Autolease”) extended her hire agreement. What happened In March 2021 Ms T acquired a car financed through a hire agreement with Lex Autolease. The hire period was for 48 months and due to end in March 2025. I... (3 pages)View decision
