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 386796 results
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Decision Reference DRN-5977075
26 Nov 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5977075 The complaint Ms M and Ms W as trustees of the Mr M Trust are unhappy that Aviva Protection UK Limited have proportionately settled a claim they made on life insurance policies and the service they received. What happened The trustees of the Mr M Trust claimed on the late Mr... (4 pages)View decision -
Decision Reference DRN-5956530
26 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5956530 The complaint Mr K complains that there was a delay in transferring funds from the account he held with Skrill Limited and it did not offer him appropriate support. What happened Mr K holds a US Dollar account with Skrill. Between 5 and 18 June 2025 he attempted a number of ... (2 pages)View decision -
Decision Reference DRN-5955243
26 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5955243 The complaint Ms M complains that PayPal UK Ltd trading as PayPal lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms M applied for a PayPal credit card in June 2020. In her application, Ms M said she was working p... (4 pages)View decision -
Decision Reference DRN-5822437
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5822437 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of a crypto investment scam. Mr S is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll on... (6 pages)View decision -
Decision Reference DRN-5902706
26 Nov 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5902706 The complaint Mr G complains that St. James's Place Wealth Management Plc (SJP) servicing of his pension plan from one of its “partners” to another without his consent or making him aware. What happened In September 2019 an advisory practice, who was a partner under SJ... (4 pages)View decision -
Decision Reference DRN-5955138
26 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5955138 The complaint Mr R complains that Atom Bank PLC provided unclear and misleading information when it notified him of an interest rate reduction on his savings account. What happened Mr R holds an lnstant Saver Reward account with Atom. Atom emailed Mr R to let him know that ... (2 pages)View decision -
Decision Reference DRN-5957588
26 Nov 2025 Saga Services Limited UpheldInsuranceDRN-5957588 The complaint Mr S and Mrs S complain about Saga Services Limited (“Saga”) and the service provided to him during the renewal of his home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ref... (5 pages)View decision -
Decision Reference DRN-5792664
26 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5792664 The complaint Mr R has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided him with credit for a vehicle. What happened In April 2019, Mr R entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Mr R settled the a... (3 pages)View decision -
Decision Reference DRN-5951602
26 Nov 2025 Santander UK Plc UpheldConsumer CreditDRN-5951602 The complaint Mr M complains that Santander UK Plc unfairly declined his application for a personal loan. What happened In May 2025 Mr M applied for a personal loan with Santander for £25,000, but his application was declined. Mr M said it had been declined unfairly, both i... (3 pages)View decision -
Decision Reference DRN-5971397
26 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5971397 The complaint Mr J complains that Scottish Widows Limited (SWL) mis-sold his pension. He also complains that SWL changed his chosen retirement age from 55 to 57 without explanation or permission. He feels that SWL promised him when he bought the pension that he’d be able to ... (4 pages)View decision
