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 384133 results
-
Decision Reference DRN-6014203
11 Dec 2025 ReAssure Life Limited Not upheldInvestmentsThe complaint The trustees (Mr and Mrs N, Ms N and Mr T) of the Trust are unhappy, in summary, as they don’t think ReAssure Life Limited (‘ReAssure’) has correctly administered the reviewable whole of life policy that’s held with it. They feel that the policy terms weren’t provided nor acc... (9 pages)View decision -
Decision Reference DRN-5974240
9 Dec 2025 Monmouthshire Building Society Not upheldMortgagesDRN-5974240 The complaint This complaint’s about three mortgages - one regulated, two unregulated - Mr C and Mrs F hold with Monmouthshire Building Society (MBS). There are several broad strands to the complaint, most of which relate to the level of forbearance MBS provided when Mr C and M... (6 pages)View decision -
Decision Reference DRN-5963491
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5963491 The complaint Mr B and Mrs B complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (Natwest) unfairly declined a payment they tried to make from their joint account. While Mr B and Mrs B are joint account holders, and so refer the complaint jointly, the contact with... (2 pages)View decision -
Decision Reference DRN-5831101
2 Dec 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5831101 The complaint Mr S complains about J.P. Morgan Europe Limited trading as Chase after he was unable to access the Chase mobile banking app What happened Mr S wanted to access the Chase mobile banking app in order to make payments and manage his account. When he did so, he rec... (2 pages)View decision -
Decision Reference DRN-5973438
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5973438 The complaint Miss R complains that NewDay Ltd placed a block on her account. What happened Miss R holds a credit card account with NewDay. In May 2024 NewDay placed a block on Miss R’s account. This prevented her from making a payment towards the building of her new conserv... (2 pages)View decision -
Decision Reference DRN-5991956
2 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5991956 The complaint Mr E complains that Metro Bank PLC (Metro) won’t refund the money he lost when he fell victim to a job scam. Mr E is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well kno... (8 pages)View decision -
Decision Reference DRN-5171622
2 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5171622 The complaint Mr T complains that Revolut Ltd won’t refund transactions he didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I’ll only provide an overview of what happened and focus on giving my reasons f... (3 pages)View decision -
Decision Reference DRN-5979640
2 Dec 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5979640 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) caused avoidable delays when it processed the payment for the death benefits on his late father’s policy. He also complains that Aviva was hard to deal with during this difficult time and that his... (6 pages)View decision -
Decision Reference DRN-5689478
2 Dec 2025 Saveable Limited Not upheldInvestmentsDRN-5689478 The complaint Mrs J complains that Saveable Limited (trading as Plum) (‘Plum’) cancelled her order to sell some investment units in her account and didn’t sufficiently compensate her for having made an error. What happened Mrs J had a stocks and shares ISA with Plum. On 31 J... (3 pages)View decision -
Decision Reference DRN-5775514
2 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5775514 The complaint Miss M is unhappy that Creation Consumer Finance Ltd have reported a missed payment to her credit file. What happened Miss M had a credit agreement with Creation on which she was making payment of £70.34 per month by direct debit on the 12 th of each month, or ... (2 pages)View decision
1 of 38414
Next
