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 374385 results
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Decision Reference DRN-5754231
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754231 The complaint Mr P complains about how Barclays Bank UK PLC dealt with a US Dollar Currency Deposit Account. What happened In September 2015 Mr P opened a US Dollar Currency Deposit Account with Barclays. The interest rate at the time he opened the account was 0.35%. In Apri... (3 pages)View decision -
Decision Reference DRN-5657103
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657103 The complaint Ms L is unhappy with Santander UK Plc. Ms L thinks Santander’s transfer system is “unsafe.” She said the account details for the recipient aren’t shown at the verification stage just before the transfer completes. Ms L pointed this out to Santander branch staff... (3 pages)View decision -
Decision Reference DRN-5634901
29 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634901 The complaint Mr and Mrs P complain (‘Nationwide’), haven’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam they fell victim to. They say Nationwide should reimburse them for the money they lost. Mr and Mrs P have brought the complaint ... (7 pages)View decision -
Decision Reference DRN-5493334
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5493334 The complaint Miss M complains that she shouldn’t still owe another payment on her previous finance agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Miss M was approaching the end of her hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5150594
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5150594 The complaint Mr L complains HSBC UK Bank Plc trading as first direct (“first direct”) won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that first d... (2 pages)View decision -
Decision Reference DRN-5712945
29 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5712945 The complaint Mr and Mrs M complain about delays in AXA Insurance UK Plc’s handing of a claim they made on their commercial buildings insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs M held a commercial insurance policy with AXA. Following dam... (2 pages)View decision -
Decision Reference DRN-5595316
29 Aug 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5595316 The complaint Mr B has complained about the way Safe World Insurance Group (UK) Ltd (“Safe World”) has dealt with a claim he made under his building guarantee policy. What happened Mr B had external wall insulation (EWI) installed at his property in 2019. In March 2024, he g... (3 pages)View decision -
Decision Reference DRN-5783851
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5783851 The complaint Mrs D complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJP’). Mrs D says the advice she received to switch pension providers and set up an investment ISA wa... (9 pages)View decision -
Decision Reference DRN-5573125
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5573125 The complaint Mr D, through his representative, complains that Black Horse Limited lent to him irresponsibly when it approved two agreements to finance vehicle purchases in 2017 and 2019. What happened Mr D took two car finance agreements with Black Horse and here is a brief... (4 pages)View decision -
Decision Reference DRN-5234178
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5234178 The complaint Mr and Miss N complain that Royal Bank of Scotland plc (RBS) didn’t notify them that their platinum account didn’t pay interest. What happened Mr and Miss N had a platinum account with RBS. This RBS account - a packaged bank account - had been open since 2006 an... (6 pages)View decision
