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 369227 results
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Decision Reference DRN-5073083
15 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5073083 The complaint Mr S is unhappy with how Nationwide Building Society (Nationwide) handled a claim he made to them. What happened Mr S purchased a sofa, a love seat and a footstool from a supplier I shall call M on 30 March 2023. £1000,00 of the total was paid by Mr S on his cr... (6 pages)View decision -
Decision Reference DRN-5128309
15 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5128309 The complaint Mr P complains that HSBC UK Bank Plc didn’t protect him from an investment scam. Mr P is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr P in this decision. What happened Mr P says that in December 2017 he was lo... (5 pages)View decision -
Decision Reference DRN-5008500
15 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5008500 The complaint Mr K complains HSBC UK Bank Plc unfairly closed his bank account without notice. Mr K says this caused him significant financial hardship and inconvenience. What happened The facts of the complaint are well known to both parties, so I will only provide a summa... (3 pages)View decision -
Decision Reference DRN-5356446
15 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5356446 The complaint Miss L has complained Nationwide Building Society won’t refund transactions she didn’t authorise. What happened In September 2023 Miss L had a panic attack in the street. She was helped by a stranger and ended up booking into a hotel to recover as she was unabl... (3 pages)View decision -
Decision Reference DRN-4746969
15 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4746969 The complaint Mr H complains that Santander UK Plc won’t refund money he lost when he was a victim of a scam. Mr H is being supported in his complaint by a representative, but for ease of reading, I’ll only refer to Mr H in this decision. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-5470963
15 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5470963 The complaint Ms O complained that The Co-operative Bank Plc (’Co-op Bank’) should pay her more compensation than it has so far offered, after admitting it provided poor service when it misinformed her about a cheque that she wanted to cancel. What happened On 25 January 20... (2 pages)View decision -
Decision Reference DRN-5460095
15 Apr 2025 Santander UK Plc UpheldMortgagesDRN-5460095 The complaint Mr Z complains that Santander UK Plc charged him the wrong amounts on his mortgage. He’s also unhappy with how it treated him and says he’s been discriminated against. What happened Mr Z has a mortgage with Santander. In 2024, he applied for a new fixed interes... (4 pages)View decision -
Decision Reference DRN-5485015
15 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5485015 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) incorrectly recorded on an external database the details of a claim on his motor insurance policy. What happened In August 2023, Mr C decided not to renew his car insurance policy with Admir... (4 pages)View decision -
Decision Reference DRN-5353638
15 Apr 2025 Sky UK Limited UpheldConsumer CreditDRN-5353638 The complaint Mr D has complained Sky UK Limited is holding him liable under a consumer credit agreement for a mobile phone handset he returned, but Sky believes was damaged by Mr D. What happened In June 2024 Mr D took out a consumer credit agreement with Sky for a new iPho... (3 pages)View decision -
Decision Reference DRN-5472275
15 Apr 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5472275 The complaint G, a limited company, brings this complaint represented by its director Mr O. G complains that The Mortgage Works (UK) Plc (TMW) didn’t remove the charges over four buy to let properties for several months after the mortgages on them were redeemed. G also compl... (7 pages)View decision
