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-5878329
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878329 The complaint Miss S complains about the service she received as a customer of The Royal Bank of Scotland plc (RBS). What happened Miss S is a customer of RBS, but she received a text message which came from a different branded company within the same group of companies as ... (2 pages)View decision -
Decision Reference DRN-5655672
30 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5655672 The complaint X complains that Admiral Financial Services Limited trading as Admiral Money has treated them unfairly and has made numerous mistakes in relation to a hire purchase agreement they tried to take out with it. What happened X submitted three applications to Admir... (5 pages)View decision -
Decision Reference DRN-5480801
30 Oct 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5480801 The complaint Miss H complains that Equiniti Financial Services Limited (EFSL) didn’t properly handle a death registration or protect the shares held with it from fraud. Her complaint is brought by her personal representative, Miss B. What happened Miss H held shares joint... (3 pages)View decision -
Decision Reference DRN-5917419
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5917419 The complaint Mr S has complained that Santander UK Plc (“Santander”) 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. Instead, I will foc... (4 pages)View decision -
Decision Reference DRN-5892871
30 Oct 2025 Close Brothers Limited UpheldConsumer CreditDRN-5892871 The complaint Mr H complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality and about a discrepancy with the car’s mileage. What happened I issued a p... (6 pages)View decision -
Decision Reference DRN-5907548
30 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5907548 The complaint Miss M complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In December 2023, Miss M acquired a used car using a hire purchase agreement with Startline. The car was ne... (5 pages)View decision -
Decision Reference DRN-5780530
30 Oct 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5780530 The complaint Mr W says that Phoenix Life Limited trading as Standard Life (Standard Life) caused a delay to the transfer of his self-invested personal pension (SIPP) from its investment platform to a new platform using a financial adviser. He complains about the impact of t... (5 pages)View decision -
Decision Reference DRN-5861703
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5861703 The complaint Ms W complains that Zopa Bank Limited (‘Zopa’) irresponsibly agreed to give her finance she couldn’t afford to repay. What happened In February 2023 Ms W acquired a used car financed by a fixed term hire purchase agreement from Zopa. Ms W was borrowing £19,500... (3 pages)View decision -
Decision Reference DRN-5915048
30 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5915048 The complaint Miss M complains that Santander UK Plc misled her that it would offer additional lending on her mortgage. She says she entered into a legally binding settlement agreement on this basis and was left unable to fund the agreed payment. Miss M asks for compensation... (4 pages)View decision -
Decision Reference DRN-5237433
30 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237433 The complaint Ms M complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Ms M throughout this decision. What happened The background is known to both parties, so ... (4 pages)View decision
