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 364422 results
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Decision Reference DRN-5053319
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5053319 The complaint Miss C complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she fell victim to a scam and would like Santander to refund her the money she has lost as a result. What happened Miss C came across an investment through s... (3 pages)View decision -
Decision Reference DRN-5304385
12 Mar 2025 MPA Financial Management Limited Not upheldPensions and AnnuitiesDRN-5304385 The complaint Mr B had an advisory account with MPA Financial Management Limited (‘MPA’) for his abrdn pension, from 2019 and until November 2023. He mainly says MPA did as follows – Failed to meet his request(s) for full and accurate disclosure of all information and doc... (9 pages)View decision -
Decision Reference DRN-5219808
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5219808 The complaint Mrs P complains that Santander UK Plc unfairly closed her account. What happened Mrs P had a current account with Santander. Mrs P said that she used her account to receive her salary, pay her mortgage and bills. In late 2023, Santander decided to carry out ... (3 pages)View decision -
Decision Reference DRN-4937518
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937518 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to the parties and has been previously set out by the investigator. So,... (10 pages)View decision -
Decision Reference DRN-5332378
12 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5332378 The complaint Mr and Ms S have complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) continued to advertise a fixed term cash ISA as offering an interest rate of 4.61% per year, even after the 12-month fixed term had started. Mr and Ms S say that Virgi... (3 pages)View decision -
Decision Reference DRN-5356688
12 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5356688 The complaint Mr R is unhappy because he asked Barclays Bank UK PLC (Barclays) to provide documents relating to his buy to let (BTL) mortgage but these were not sent. What happened Mr R says that he requested documents from Barclays in correspondence sent in October 2023 an... (3 pages)View decision -
Decision Reference DRN-5393283
12 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5393283 The complaint Mr and Mrs A complain about Aviva Insurance Limited (‘Aviva’) declining a claim they made on their home insurance policy. What happened In April 2024 an outbuilding at Mr and Mrs A’s home collapsed, so they contacted Aviva to make a claim. Aviva investigated ... (4 pages)View decision -
Decision Reference DRN-5309726
12 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5309726 The complaint Mr G complains about Ageas Insurance Limited’s handling of a claim he made under his home insurance policy after an escape of water. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concent... (5 pages)View decision -
Decision Reference DRN-5378025
12 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5378025 The complaint Miss F complains that when a conditional sale agreement for a car was cancelled because it hadn’t been of satisfactory quality, Moneybarn No. 1 Limited didn’t give her a fair settlement in respect of the monthly payments she’d made under the agreement. What hap... (3 pages)View decision -
Decision Reference DRN-5391479
12 Mar 2025 London and Country Mortgages Ltd Not upheldInsuranceDRN-5391479 The complaint Mr and Mrs H complain about the service Mrs H received when London and Country Mortgages Ltd (L&C) sold them life and critical illness cover. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details he... (4 pages)View decision
