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-6140747
21 Apr 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6140747 The complaint Mr S complains that St James's Place Wealth Management Plc (“SJP”) has treated him unfairly because of a suspension of part of his pension fund. He says he’s unable to transfer the last part of his pension to another provider. What happened Mr S had a dra... (4 pages)View decision -
Decision Reference DRN-6305378
21 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6305378 The complaint Mr C and Mrs C complaint is, in essence, Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationship with them under Section 140A of the Consumer Cre... (6 pages)View decision -
Decision Reference DRN-6041829
21 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6041829 The complaint Miss F and Mr S complain about AXA Insurance UK Plc’s response to their home insurance claim. Miss F and Mr S are both complainants. As Mr S’s been the main correspondent, I’ve generally only referred to him below. UKI’s been represented by agents. For simplic... (4 pages)View decision -
Decision Reference DRN-6234419
21 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6234419 The complaint Mr E complains on behalf of E a limited company about the service received from HSBC UK Bank Plc (“HSBC”) in relation to its Safeguard review during which HSBC made the decision to suspend E’s business account as a result of an incomplete review. Mr E says HSBC... (4 pages)View decision -
Decision Reference DRN-6301578
21 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6301578 The complaint Mr A says Clydesdale Bank PLC, trading as “Virgin Money”, refuses to refund him for a failed ATM withdrawal and provided incorrect information about his account balance. What happened The facts of this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-6259830
21 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6259830 The complaint Miss P complains that Nationwide Building Society irresponsibly lent to her. What happened Miss P was approved for a Nationwide credit card in December 2023, with a £3,000 credit limit. Miss P says this was irresponsibly lent to her, especially due to her age. ... (3 pages)View decision -
Decision Reference DRN-6197273
21 Apr 2026 Lendable Ltd Not upheldConsumer CreditDRN-6197273 The complaint Mr S, who has been represented by his wife Mrs S, complains that Lendable Ltd refused to let him reject a faulty car. As Mr S is the eligible complainant, for the sake of simplicity I will refer to him alone in this decision. What happened In February 2025 Mr S... (3 pages)View decision -
Decision Reference DRN-6231579
21 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6231579 The complaint Mr G complains about the service he received from Revolut Ltd (“Revolut”) when it blocked a £150,000 payment for 24 hours, despite him having completed its security checks. Mr G says Revolut didn’t give him a proper explanation for the delay beyond referring to... (2 pages)View decision -
Decision Reference DRN-6281708
21 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6281708 The complaint This complaint is about an unregulated mortgage that Mrs and Mr B hold with Bank of Scotland plc trading as Birmingham Midshires Mortgages (BM). Represented here by Mr JB, they’re unhappy with BM’s actions in granting the mortgage in 2004, and converting it ful... (3 pages)View decision -
Decision Reference DRN-6185608
21 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6185608 The complaint Mr M’s representative complains on his behalf that Inter Partner Assistance SA (Inter Partner) didn’t complete satisfactory repairs at the roadside when a call out was made on his motor breakdown insurance. Reference to Mr M or his representative includes the ... (2 pages)View decision