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 382298 results
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Decision Reference DRN-5945593
12 Nov 2025 Metro Bank PLC UpheldConsumer CreditDRN-5945593 The complaint Mrs W is complaining about how Metro Bank PLC trading as RateSetter (RateSetter) have handled a loan account taken out in her name. What happened In June 2022, RateSetter approved a fixed sum loan agreement in Mrs W’s name. The amount loaned was £12,000 and the... (4 pages)View decision -
Decision Reference DRN-5792130
12 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5792130 The complaint Mr S complains that he’s being financially disadvantaged by the lack of fund choices offered by The Prudential Assurance Company Limited (Prudential) and the level of pricing/fee charges relating to those he’s already invested in. He’s seeking more freedom of c... (5 pages)View decision -
Decision Reference DRN-5861747
12 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5861747 The complaint Mr S a sole proprietor, on behalf of ‘W’, complains about the response of The National Farmers' Union Mutual Insurance Society Limited (‘The NFU’) to his motor insurance claim. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting... (4 pages)View decision -
Decision Reference DRN-5759875
12 Nov 2025 PaySend PLC Not upheldBanking and PaymentsDRN-5759875 The complaint Miss M complains that PaySend PLC hasn’t refunded the money she lost through a job scam. What happened Miss M believed she was working for a legitimate research analyst firm and that she would receive assignments including reviewing apps. She explained that she... (2 pages)View decision -
Decision Reference DRN-5334458
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5334458 The complaint A company, which I’ll refer to as M, complains that Bank of Scotland plc failed to take scheduled repayments for a Bounce Back Loan (BBL) from the company’s bank account and has unfairly defaulted the loan and passed the debt to its recoveries department What h... (3 pages)View decision -
Decision Reference DRN-5924251
12 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5924251 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank, won’t refund money he says he lost to an investment scam. Mr S is professionally represented, however, to keep things simple, I’ll refer to Mr S throughout my decision. What happened As the parti... (3 pages)View decision -
Decision Reference DRN-5839815
12 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5839815 The complaint Ms T complains about how Wise Payments Limited dealt with a transaction. What happened Ms T says she made a payment using Wise Payments of 100 Euros which was needed urgently. She made the payment on 6 July 2025 but was then told there was an issue with it and ... (2 pages)View decision -
Decision Reference DRN-5854254
12 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854254 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) unfairly defaulted his credit card account. What happened Mr D had a credit card with Tesco. In July, August and September 2024 Mr D didn’t make any payments towards the card, despite hav... (3 pages)View decision -
Decision Reference DRN-5865107
12 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5865107 The complaint Mr S complains that Accelerant Insurance Europe SA/NV UK Branch didn’t refund part of his excess after making a claim on his commercial vehicle insurance policy. What happened Mr S held a commercial vehicle insurance policy with Accelerant. After he was involve... (2 pages)View decision -
Decision Reference DRN-5682858
12 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5682858 The complaint Miss H and Mr L have complained about The National Farmers' Union Mutual Insurance Society Limited (NFU)’s decision to decline a claim they made for storm damage under their home insurance policy. Miss H is the lead complainant so I have referred to her on... (4 pages)View decision
