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 392389 results
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Decision Reference DRN-5523382
8 Jan 2026 Brooks Macdonald Asset Management Limited Not upheldPensions and AnnuitiesDRN-5523382 The complaint Mr T‘s complaint about Brooks Macdonald Asset Management Limited (‘BM’) concerns the bespoke discretionary managed investment portfolio service. Mr T is unhappy with the performance of his investment portfolio and says he hasn’t received the ongoing service he ... (4 pages)View decision -
Decision Reference DRN-5889715
8 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5889715 The complaint Miss A complains that Lendable Ltd trading as Zable irresponsibly lent to her. What happened Miss A was approved for a Zable credit card in May 2024, with a £350 credit limit. Miss A says she had a Debt Management Plan (DMP) in place at the time. The credit lim... (4 pages)View decision -
Decision Reference DRN-6062448
8 Jan 2026 Skrill Limited UpheldBanking and PaymentsDRN-6062448 The complaint Mr S is complaining that Skrill Limited hasn’t refunded payments he said he didn’t make. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only set out the key features here. In June 2023 Mr S fell victim to a scam when he... (4 pages)View decision -
Decision Reference DRN-5760573
8 Jan 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5760573 The complaint Mr K has raised a complaint with Aviva Life & Pensions UK Limited on the basis that, following his request to claim his pension benefits, his fund reduced in value by around £1,100. What happened The investigator who considered this matter set out the back... (3 pages)View decision -
Decision Reference DRN-5822354
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5822354 The complaint Mr and Mrs 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 (2)... (8 pages)View decision -
Decision Reference DRN-6059619
8 Jan 2026 The Royal Bank of Scotland Plc UpheldMortgagesDRN-6059619 The complaint Mr and Mrs G complain that The Royal Bank of Scotland Plc trading as First Active has not given them appropriate support with their mortgage. What happened In 2007, Mr and Mrs G took out a mortgage with First Active. It was part repayment and part interest only... (6 pages)View decision -
Decision Reference DRN-5615727
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5615727 The complaint A limited company I’ll refer to as S complains National Westminster Bank PLC closed their accounts and have left them unable to repay their lending. They’d like to be able to make cash payments towards the loan. What happened S held accounts with NatWest, incl... (2 pages)View decision -
Decision Reference DRN-6005479
8 Jan 2026 Aldermore Bank Plc UpheldMortgagesDRN-6005479 The complaint Mr E’s complaint is that Aldermore Bank Plc unfairly declined his application to re-mortgage a multi-unit buy-to-let (BTL) property, which Mr E says was due to an inaccurate valuation carried out by surveyors appointed by Aldermore. To settle the complaint, Mr... (3 pages)View decision -
Decision Reference DRN-6029510
8 Jan 2026 Phoenix Life Limited UpheldInsuranceDRN-6029510 The complaint Mr and Mrs M complain about the way Phoenix Life Limited has administered their whole of life policy. They said following a review they were erroneously told the policy would lapse in a years’ time despite them maintaining the premiums for many years. They are ... (6 pages)View decision -
Decision Reference DRN-5854640
8 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5854640 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (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... (8 pages)View decision