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 388057 results
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Decision Reference DRN-5922948
4 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5922948 The complaint Mr and Mrs M’s complaint is that Barclays Bank UK PLC has mishandled the mortgage they have with it. They believe this is the case as for ‘more than a decade, Barclays has failed to act in good faith, provide transparent information, and comply with regulatory ... (5 pages)View decision -
Decision Reference DRN-5718742
4 Dec 2025 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5718742 The complaint Ms T complains that AJ Bell Management Limited (“AJB”) has failed to administer her Self-Invested Personal Pension (“SIPP”) and Individual Savings Account (“ISA”) in line with the terms and conditions of the products. What happened Ms T has been assisted in her ... (3 pages)View decision -
Decision Reference DRN-5846781
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846781 The complaint Mr M1, who holds power of attorney for his father Mr M, complains that Nationwide Building Society failed to register the power of attorney and allowed Mr M to open a new current account. What happened Sadly Mr M has a number of health conditions, including dem... (4 pages)View decision -
Decision Reference DRN-5971098
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5971098 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (6 pages)View decision -
Decision Reference DRN-5879488
4 Dec 2025 Conister Bank Limited Not upheldBanking and PaymentsDRN-5879488 The complaint Mr R complains about Conister Bank Limited. Mr R is unhappy with delays when he applied for an account with Conister. What happened Mr R applied for a fixed deposit account with Conister on 24 July 2025. Conister emailed Mr R that day to confirm it will be in t... (3 pages)View decision -
Decision Reference DRN-5950774
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5950774 The complaint Mrs M visited a branch of National Westminster Bank Public Limited Company (NatWest) to withdraw a large sum of cash. When she left the branch, she was robbed, and the funds were stolen. Mrs M is being represented by her husband on this complaint, Mr M, who sta... (3 pages)View decision -
Decision Reference DRN-5995900
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5995900 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (12 pages)View decision -
Decision Reference DRN-5954287
4 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5954287 The complaint Mr K complains that charges applied by Santander Consumer (UK) PLC (SCF) at the end of a hire agreement for a car were unfair. He would like charges related to the late collection of the car waived. And the amount for damage to the car to be substantially redu... (2 pages)View decision -
Decision Reference DRN-5972924
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5972924 The complaint Mr C has complained about how Aviva Insurance Limited (Aviva) settled a claim under his mobile phone insurance policy. References to Aviva include companies acting on its behalf. What happened Mr C made a claim for damage to his phone. He completed an online ... (3 pages)View decision -
Decision Reference DRN-5971279
4 Dec 2025 My Pension Expert Limited UpheldPensions and AnnuitiesDRN-5971279 The complaint Ms C complains that My Pension Expert Limited (MPEL) made an error on her annuity application form which led to her receiving an incorrect amount of tax-free cash (TFC) and an incorrect annuity. This meant that her pension (with a provider I’ll refer to as prov... (6 pages)View decision