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 381195 results
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Decision Reference DRN-5782357
28 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5782357 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. Mr M’s complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt wit... (5 pages)View decision -
Decision Reference DRN-5766299
28 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5766299 The complaint Mr S complains about Legal and General Assurance Society Limited’s actions relating to a claim he made on his critical illness insurance cover. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. I... (3 pages)View decision -
Decision Reference DRN-5712186
28 Aug 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5712186 The complaint Mrs B has complained Cumberland Building Society provided her with false information when she opened a new account in July 2023. They also didn’t carry out their due diligence which has meant her son was able to access her other accounts using online banking. W... (3 pages)View decision -
Decision Reference DRN-5781457
28 Aug 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5781457 The complaint Mr T complains that Ascot Lloyd Limited trading as Ascot Lloyd gave him unsuitable advice to transfer the deferred benefits, he held in two defined benefit occupational pension schemes, to a self-invested personal pension (‘SIPP’). He says that it will cause hi... (10 pages)View decision -
Decision Reference DRN-5780817
28 Aug 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5780817 The complaint Mrs T complains that Ascot Lloyd Limited gave her unsuitable advice to transfer her deferred defined benefit occupational pension scheme (‘OPS’) to a self-invested personal pension (‘SIPP’). She says that she will now be worse off in retirement by following Asc... (9 pages)View decision -
Decision Reference DRN-5625523
28 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5625523 The complaint Mrs P complains that Santander UK Plc hasn’t reimbursed her after she says she fell victim to a property development investment scam. What happened In June 2021, Mrs P invested £50,000 in a company I’ll call ‘D’ who said it was investing in property development... (4 pages)View decision -
Decision Reference DRN-5772911
28 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5772911 The complaint M, a limited company, complains that Barclays Bank UK PLC have declined to refund them in full for transactions they say they didn’t agree to. They’d like their full losses refunded. What happened The background to this complaint is well known to both parties,... (4 pages)View decision -
Decision Reference DRN-5207086
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5207086 The Complaint Ms M complains HSBC UK Bank Plc won’t refund money she lost to a scam. A representative who I will call “C” complains on behalf of Ms M. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (3 pages)View decision -
Decision Reference DRN-5377608
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5377608 The complaint S, a limited company, has complained Barclays Bank UK PLC should have done more when they sent £13,750 to one of Barclays’ accountholders after being the victim of a scam. They want the money refunded. What happened S is represented in their complaint by Mr K, ... (2 pages)View decision -
Decision Reference DRN-5620217
28 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5620217 The complaint Mr M complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr M applied for a Vanquis credit card in July 2012. In his application Mr M said he was employed with ... (3 pages)View decision
