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 375868 results
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Decision Reference DRN-5542998
5 Sep 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5542998 The complaint Mr M complains that London and Country mortgages Limited (L&C) did not switch the interest rate on his mortgage as he requested. What happened In March 2024, L&C gave Mr M mortgage advice. It recommended that he should take an interest rate of 4.46% fix... (3 pages)View decision -
Decision Reference DRN-5776302
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5776302 Complaint Miss E and Miss G have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Miss E and Miss G are being represented, by the (“representative”), in their complaint. The representative has said the charges applied ... (5 pages)View decision -
Decision Reference DRN-5798711
5 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5798711 The complaint Mr H has complained about the advice he received from an appointed representative of Quilter Financial Services Limited (‘QFSL’) to switch his pension to a different provider in 2017. He thinks this advice was unsuitable. He also says that QFSL has mismanaged h... (8 pages)View decision -
Decision Reference DRN-5289931
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5289931 The complaint Mr M complains that Lloyds Bank PLC unfairly withheld funds that were paid into his account. Mr M is represented on this complaint, but I will refer to him directly throughout the decision. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5267615
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267615 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr W is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr W solely in this decision for ease of ... (3 pages)View decision -
Decision Reference DRN-5791267
5 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5791267 The complaint Miss S complains that Scottish Widows Limited has treated her unfairly by refusing to provide her with information about the pension investments held by her late father. What happened Miss S has been assisted in making this complaint, and in her dealings with S... (3 pages)View decision -
Decision Reference DRN-5502443
5 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5502443 The complaint Mr Y complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr Y was approved for a Zable credit card in May 2022 with a credit limit of £500. I have detailed out the credit limit increases below: July 2022 £500 to £800 December 2... (4 pages)View decision -
Decision Reference DRN-5671577
5 Sep 2025 Antares Insurance Company Limited Not upheldInsuranceDRN-5671577 The complaint Mrs F complains about Antares Insurance Company Limited (Antares) handling and declination of a claim made under her Horse Insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key ev... (4 pages)View decision -
Decision Reference DRN-5267573
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267573 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. Howev... (4 pages)View decision -
Decision Reference DRN-5400951
5 Sep 2025 World First UK Limited Not upheldBanking and PaymentsDRN-5400951 The complaint A – a limited company complaints World First UK blocked and then closed its accounts. A is represented by Mr J a director, who I will refer to throughout the complaint. What happened The detailed background to this complaint is well known to both parties. So,... (3 pages)View decision
