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
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Decision Reference DRN-5830930
2 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5830930 The complaint Mr A is unhappy with Aviva Life & Pensions UK Limited’s decision not to pay his claim and to unwind his policy. What happened Mr A had joint life insurance for him and his wife (Mrs A) with Aviva. The policy was set up in October 2020 through a third-party.... (5 pages)View decision -
Decision Reference DRN-5846627
2 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846627 The complaint Mr R is unhappy that Nationwide Building Society didn’t get a replacement debit card to him in a reasonable amount of time. And didn’t order him a new card until he contacted it. What happened Mr R changed his account with Nationwide and as part of the change h... (2 pages)View decision -
Decision Reference DRN-5813900
2 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5813900 The complaint Mr S is unhappy that Clydesdale Bank Plc trading as Virgin Money, has decided not to refund him, after he invested in what he now thinks is a scam. Mr S is bringing his complaint using a professional representative which I’ll refer to as R. What happened The ... (3 pages)View decision -
Decision Reference DRN-5933727
2 Dec 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5933727 The complaint Mr B complains that Oakbrook Finance Limited irresponsibly provided him with three unaffordable loans. What happened Mr B was provided with the following loans by Oakbrook Finance under its trading style of Finio Loans. I’ve rounded values in some instances for... (4 pages)View decision -
Decision Reference DRN-5876830
2 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5876830 The complaint Mr V complains that Zurich Insurance Company Ltd avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. Mr V is being represented by his son Mr Z in his complaint. All reference to the insurer Zurich in my decision i... (3 pages)View decision -
Decision Reference DRN-5900820
2 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5900820 The complaint Mr P complains that Santander UK Plc (‘Santander’) declined his credit card transactions when he had an available credit limit. Mr P had to make alternative arrangements for a large purchase, and wants £1,000 compensation to put things right. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5738293
2 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5738293 The complaint Mr and Mrs J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs J purchased membership of a timeshare (the ‘Fractional Club... (8 pages)View decision -
Decision Reference DRN-5868232
2 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5868232 Complaint Mr and Mrs J are unhappy that Barclays Bank UK Plc (‘Barclays’) didn’t reimburse them after they reported falling victim to a scam. Background Mr and Mrs J report that they were victims of an investment scam in 2024. They learned about an opportunity to invest wit... (4 pages)View decision -
Decision Reference DRN-5665935
2 Dec 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5665935 The complaint Mrs Q complains that Everyday Lending Limited trading as Evlo (Evlo) acted irresponsibly when they agreed to lend to her. What happened In December 2023, Mrs Q successfully applied for a loan with Evlo for £10,000. The loan was to be repaid over 36 months with... (4 pages)View decision -
Decision Reference DRN-5830770
2 Dec 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5830770 The complaint Miss A complains about the quality of a car supplied to her by MI Vehicle Finance Limited (“MI”). What happened Miss A acquired a used car in May 2024 through a hire purchase agreement with MI. At this point the car was approaching 3.5 years old and had covered... (3 pages)View decision
