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 369228 results
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Decision Reference DRN-5425307
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5425307 The complaint Mr N complains that Santander UK Plc closed his accounts with it. He believes the bank has unfairly discriminated against him. What happened On 3 August 2024 Mr N went to his branch of Santander to withdraw £4,500 in cash. He says he needed the money to pay a b... (3 pages)View decision -
Decision Reference DRN-5564034
26 Jun 2025 Need To Insure Ltd Not upheldInsuranceDRN-5564034 The complaint Mr J complains about the service received from Need to Insure Ltd (“NTIL”) when arranging the cancellation of his motor insurance policy. He says they delayed in processing his request to cancel his policy, charged him a higher cancellation fee than they should... (3 pages)View decision -
Decision Reference DRN-5587112
26 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5587112 The complaint Mr S complains that Nationwide Building Society has not refunded the money he lost to a scam. What happened In December 2022 Mr S was called by someone working for an investment company – which I’ll call C – and discussed investment opportunities. Mr S said he... (4 pages)View decision -
Decision Reference DRN-5648924
26 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5648924 The complaint Mr A complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. The complaint has been brought on Mr A’s behalf by a personal representative, for ease I’ll refer to Mr A throughout. What happened Mr A said he received ... (5 pages)View decision -
Decision Reference DRN-5649599
26 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5649599 The complaint Mr O complains that HSBC UK Bank Plc hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr O says he’s fallen victim to an investment scam. In or around August 2022, he was invited to a webinar by a marketer for a company I’ll refer to as ‘V... (6 pages)View decision -
Decision Reference DRN-5649163
26 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5649163 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5619249
26 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5619249 The complaint Mr B complains that following advice to invest a lump sum into his pension plan in 2023, he didn’t receive the amount of tax relief he expected after the recommendation from St. James’s Place Wealth Management Plc (SJP). He would like the additional higher rate... (8 pages)View decision -
Decision Reference DRN-5553616
26 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5553616 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (25 pages)View decision -
Decision Reference DRN-5391505
26 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5391505 The complaint Mr M complains Nationwide Building Society unfairly loaded him to a fraud database. What happened Mr M’s account was blocked, and he says this was after he’d ordered lots of items from a winter-sports website. Mr M says the site turned out to be a scam and he... (3 pages)View decision -
Decision Reference DRN-5649102
26 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5649102 The complaint L, an incorporated company, complains that Revolut Ltd won’t reimburse them for funds they sent as part of an email interception scam. They sent funds to a Revolut account and allege that Revolut didn’t take adequate steps to monitor suspicious activity on the ... (5 pages)View decision
