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 401363 results
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Decision Reference DRN-6195632
17 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6195632 The complaint Mrs A complains that Bank of Scotland plc, trading as Halifax, won’t reimburse her funds she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around November... (3 pages)View decision -
Decision Reference DRN-6215262
17 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6215262 The complaint Mr S, as Trustee of the T Trust, complains through his representative Mrs S, about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life policy the Trust holds. What happened The policy was taken out in 1993 by the late Mrs T in ... (8 pages)View decision -
Decision Reference DRN-6229863
17 Mar 2026 Lendable Ltd Not upheldConsumer CreditDRN-6229863 The complaint Mr M complains about a car supplied under a hire purchase agreement, provided by Lendable Ltd trading as Autolend. What happened Around March 2025 Mr M acquired a used car under a hire purchase agreement with Autolend. The car is listed with a cash price of £1... (6 pages)View decision -
Decision Reference DRN-6143932
17 Mar 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6143932 The complaint Ms C complains that Madison CF UK Limited t/a 118 118 Money (“118 118”) provided credit to her irresponsibly and that the credit was unaffordable. Specifically that proper affordability checks weren’t conducted. What happened Ms C received a credit card from 1... (4 pages)View decision -
Decision Reference DRN-6077260
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6077260 The complaint Mr K complains that Revolut Ltd (Revolut) won’t refund the money he lost when he was the victim of a scam. Mr K is represented by a third-party firm, but for ease of reference I will refer to Mr K throughout the decision. What happened The background to this ... (4 pages)View decision -
Decision Reference DRN-6077447
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6077447 The complaint Mr K complains that Santander UK Plc (Santander) won’t refund the money he lost when he was the victim of a scam. Mr K is represented by a third-party firm, but for ease of reference I will refer to Mr K throughout the decision. What happened The background t... (3 pages)View decision -
Decision Reference DRN-6229051
17 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6229051 The complaint Mrs M says her creditor-debtor relationship with Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) was unfair to her under section 140A of the Consumer Credit Act 1974 (‘CCA’). What happened In December 2013 (the ‘Time of Sale’),... (5 pages)View decision -
Decision Reference DRN-6156789
17 Mar 2026 Nationwide Building Society UpheldMortgagesDRN-6156789 The complaint Mr and Mrs S complain about excessive contact from Nationwide Building Society about their interest only mortgage. They ask for an apology and an acknowledgement that the contact was inappropriate. What happened Mr and Mrs S say they felt harassed by daily text... (4 pages)View decision -
Decision Reference DRN-6222239
17 Mar 2026 Ald Automotive Limited Not upheldConsumer CreditDRN-6222239 The complaint Mr R complains that end of hire charges applied by ALD Automotive Limited (ALD) were unfair. He would like these charges waived, an apology and compensation for the distress and inconvenience. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-5911117
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5911117 The complaint Mr E complains that Santander UK Plc (“Santander”) won’t refund him money, which he believes he has lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail her... (3 pages)View decision