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-5491884
18 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5491884 The complaint Mrs B complains about how Nationwide Building Society treated her in relation to her credit card account that was in persistent debt. What happened Mrs B says she has been in persistent debt with her Nationwide credit card since 2015. The balance she owes has ... (4 pages)View decision -
Decision Reference DRN-5630193
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5630193 The complaint Miss N complaints Bank of Scotland plc trading as Halifax unfairly closed her account and demanded repayment of the overdraft. What happened Miss N held a Halifax student current account. On 23 October 2023 Halifax made the decision to close Miss N’s account.... (3 pages)View decision -
Decision Reference DRN-5249242
18 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5249242 The complaint Mr W is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr W’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (7 pages)View decision -
Decision Reference DRN-5646293
18 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5646293 The complaint Mr P has complained about the total loss settlement Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr P’s car was damaged by flood water and he made a claim to his insurer, Admiral. Admiral instruct... (3 pages)View decision -
Decision Reference DRN-5696088
18 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5696088 The complaint Mr C and Miss H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision -
Decision Reference DRN-5424307
18 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5424307 The complaint Mr K complains that Wise Payments Limited (‘Wise’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr K says that, in October 2023, he saw an advert ab... (2 pages)View decision -
Decision Reference DRN-5572847
18 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5572847 The complaint Mr W has complained that One Insurance Limited unfairly avoided his car insurance policy (treated it as if it didn’t exist) when he made a fire damage claim. Mr W is being represented by Mrs W in his complaint. What happened Mr W bought a car insurance policy w... (3 pages)View decision -
Decision Reference DRN-5691810
18 Jul 2025 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-5691810 The complaint Mr S complains about the advice and service received from Profile Financial Solutions Limited, trading as Profile Pensions (‘PFSL’). Mr S was paying PFSL for ongoing management of, and advice about, his pension. And he says PFSL wasn’t proactive and didn’t do e... (12 pages)View decision -
Decision Reference DRN-5304943
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5304943 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of several scams. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5596632
18 Jul 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5596632 The complaint The estate of Mr C complains that Aviva Equity Release UK Limited (Aviva) pressured and coerced the late Mr and Mrs C into taking an equity release mortgage and has continued to apply interest to the mortgage following their passing, despite it telling the exec... (3 pages)View decision