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 367300 results
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Decision Reference DRN-5481063
14 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5481063 The complaint Mrs G complains Bank of Scotland plc trading as Halifax provided her with an unaffordable overdraft facility. Mrs G is represented by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened Halifax pr... (5 pages)View decision -
Decision Reference DRN-5266661
14 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5266661 The complaint Mr R complains that Santander UK Plc (“Santander”) acted irresponsibly when it granted him a current account overdraft and that the checks it conducted during the application process were inadequate. Mr R is represented in his complaint but for ease I will ref... (3 pages)View decision -
Decision Reference DRN-5281257
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5281257 The complaint Mr O complains Santander UK plc (Santander) unfairly declined his section 75 claim for flights that were cancelled. He bought these flights through an online travel agent. What happened On around 22 April 2023, Mr O used his Santander credit card to pay £3,400... (4 pages)View decision -
Decision Reference DRN-5179961
14 Apr 2025 Mattioli Woods Limited Not upheldInvestmentsDRN-5179961 The complaint Mr C and Mrs C complain that Mattioli Woods Limited failed to progress the closure of an offshore investment bond and caused a capital gains tax (CGT) liability. Funds within the bond were left uninvested and, as a result, Mr C and Mrs C say they lost interest.... (4 pages)View decision -
Decision Reference DRN-5481037
14 Apr 2025 One Insurance Limited Not upheldInsuranceDRN-5481037 The complaint Mr B complains that One Insurance Limited (‘One’) declined a claim he made on his car insurance policy. What happened Mr B says while towing his caravan his car engine caught fire, which he was able extinguish. Following this, the car was recovered and then ta... (2 pages)View decision -
Decision Reference DRN-5283789
14 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5283789 The complaint Mr U complains Monzo Bank Ltd loaded his details to a fraud database. What happened Mr U was contacted by someone he knew, and they asked to pay some money into Mr U’s account. This person was overseas and didn’t have a UK bank account. Money was paid in, an... (3 pages)View decision -
Decision Reference DRN-4886507
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4886507 The complaint Mr G complains that Nationwide Building Society won’t refund the money he lost when he says he fell victim to a scam. What happened Mr G says that he was persuaded to invest with a company I will refer to as ‘H’ in my decision. H was a private rental developmen... (5 pages)View decision -
Decision Reference DRN-5480847
14 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5480847 The complaint Mr T complains about delays and poor quality repairs when he made a claim on the car insurance policy he held with Admiral Insurance (Gibraltar) Limited (‘Admiral’). What happened In May 2022, Mr T had an accident which damaged his car. So, he contacted Admira... (6 pages)View decision -
Decision Reference DRN-5291117
14 Apr 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5291117 The complaint Mr Q complains EGR WEALTH LIMITED (EGR) mis-sold him an investment bond. He says it failed to carry out adequate due diligence about him and the investment, leading to an unsuitable high-risk investment being recommended. What happened In January 2020, Mr Q in... (11 pages)View decision -
Decision Reference DRN-4919430
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4919430 The complaint C complains that Santander UK Plc did not reimburse the £30,000 it says it lost to a scam. What happened C found an investment opportunity with a company I’ll refer to as ‘HS’ for the purposes of this decision. HS had several different building projects they we... (3 pages)View decision
