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 381196 results
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Decision Reference DRN-5739857
11 Sep 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5739857 The complaint Mr C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) which resulted in him transferring an existing personal pension to a personal pension with SJP. Mr C has complained about the suitability of the advice and SJP’s ... (6 pages)View decision -
Decision Reference DRN-5810884
11 Sep 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5810884 The complaint Mr G complains Match the Cash Limited trading as www.Guarantormyloan.co.uk (MTC) has been unreasonable in its level of engagement about an outstanding debt. What happened MTC arranged a guarantor loan for Mr G in July 2021 through its Peer to Peer (P2P) lending... (4 pages)View decision -
Decision Reference DRN-5303014
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303014 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he’s lost to a scam. What happened Mr A came across a digital dropshipping course on social media. The course promised to help him set-up his own dropsh... (2 pages)View decision -
Decision Reference DRN-5198767
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5198767 The complaint Mr P complains National Westminster Bank Public Limited Company (“NatWest”) closed his account without informing him. And by doing so, has failed to reasonably consider his circumstances. Mr P is also unhappy about the service NatWest provided when he tried to... (5 pages)View decision -
Decision Reference DRN-5651927
11 Sep 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5651927 The complaint Mr C is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In June 2023, Mr C applied for a loan with CCB. They lent him £4,000 over a three-year term, wit... (3 pages)View decision -
Decision Reference DRN-5718307
11 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5718307 The complaint Mr W complains about Tesco Underwriting Limited (“TUI”) and the offer made to settle the contents claim he made on his home insurance policy, following a theft at his home. Mr W has been represented by his son during the claim and complaint process. For ease of... (3 pages)View decision -
Decision Reference DRN-5754182
11 Sep 2025 Killik & Co LLP Not upheldInvestmentsDRN-5754182 The complaint Mr F complains on behalf of his son, Mr F1 about the way Killik & Co LLP has administered a Child Trust Fund (CTF). He says it has failed to explain how the value of the investment has dropped and believes money has gone missing. What happened In 2007, as ... (3 pages)View decision -
Decision Reference DRN-5625962
11 Sep 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5625962 The complaint Mr M has complained that Marshmallow Insurance Limited unfairly cancelled his car insurance policy. What happened Mr M bought a car insurance policy online with Marshmallow. Marshmallow asked Mr M to provide a copy of the V5 logbook within seven days to prevent... (2 pages)View decision -
Decision Reference DRN-5744921
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5744921 The complaint Miss F complains that The Royal Bank of Scotland Plc failed to offer her support when she was spending compulsively and experiencing financial harm, and about the customer service she subsequently received. What happened In June 2024, Miss F made a number of p... (4 pages)View decision -
Decision Reference DRN-5786320
11 Sep 2025 Frontier Insurance Solutions LTD Not upheldInsuranceDRN-5786320 The complaint Mr T has complained that Frontier Insurance Solutions LTD mis-sold a home insurance policy to him. What happened Mr T bought a home insurance policy through a broker Frontier in December 2023. The policy started in January 2024 with cover for buildings and cont... (3 pages)View decision
