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 381196 results
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Decision Reference DRN-5757004
25 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5757004 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. What happened In March 2021, Mr M applied for a loan with MCB. They approved his application and lent ... (4 pages)View decision -
Decision Reference DRN-5757844
25 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5757844 The complaint The estate of Mrs L complains about the actions of Santander Consumer (UK) plc, trading as Santander Consumer Finance, in relation to a conditional sale agreement that the late Mrs L was using to pay for a static caravan. The estate is being represented by Mrs ... (3 pages)View decision -
Decision Reference DRN-5631998
25 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5631998 The complaint Mr S and Mrs S are unhappy with the service provided by Zurich Insurance Company Ltd following a claim made on their home insurance policy. Mr S and Mrs S are both party to this complaint. Mr S has primarily dealt with this Service. For ease of reference, I ha... (4 pages)View decision -
Decision Reference DRN-5762892
25 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5762892 The complaint Mr H complains that Aviva Life & Pensions UK Limited (“Aviva”) has failed to effectively manage his pension investments resulting in them suffering a fall in their value. What happened Mr H holds pension savings with Aviva. His pension plan was originally o... (3 pages)View decision -
Decision Reference DRN-5619878
25 Sep 2025 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-5619878 The complaint Mrs W complains that Pension Insurance Corporation plc (PIC) hasn’t honoured a contractual obligation she believes she had to entitlement of a cash lump sum from a spousal pension she receives from her late husband’s employer’s defined benefit (DB) pension sche... (4 pages)View decision -
Decision Reference DRN-5822320
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5822320 The complaint Mr M complains J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t do enough to get refunds for transactions made on his debit card. What happened In December 2024 and January 2025, Mr M made a number of transactions, via his Chase debit card to onlin... (3 pages)View decision -
Decision Reference DRN-5574976
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5574976 The complaint Mr A, a sole trader, complains that Revolut Ltd wouldn’t say why it rejected a payment into his Revolut Pro account. What happened Mr A had an account with Revolut. In February 2025, one of his clients attempted a payment of around €6,600. Revolut asked for add... (2 pages)View decision -
Decision Reference DRN-5355737
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5355737 The complaint Mr and Mrs G complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed them the funds they say were lost to a scam. What happened Mr and Mrs G hold a joint account with Barclays which was used to make the payment I have been asked to consider. Mr G saw ... (3 pages)View decision -
Decision Reference DRN-5389125
25 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5389125 The complaint Mr and Mrs S complain that Nationwide Building Society (“Nationwide”) won’t refund transactions totalling £2,011.67 they didn’t make or otherwise authorise from their joint account. As we’ve been corresponding with Mr S mainly, for ease of reading, I’ve only r... (3 pages)View decision -
Decision Reference DRN-5829850
25 Sep 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5829850 The complaint Mrs G complains that Intrum Mortgages UK Finance Limited: • Delayed approval of changes to the property’s title. • Did not chase payments when no payments were made to the home purchase place for several years. • Is unfairly requiring her to repay the remaining... (3 pages)View decision
