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 364421 results
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Decision Reference DRN-5285804
26 Feb 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5285804 The complaint Mr R complains Nationwide Building Society (NBS) won’t reduce the interest rate on his personal loan What happened In August 2023 Mr R entered into a Fixed Sum loan agreement for £24,569.17 with NBS. The loan was to be repaid over 60 months at £637.97 a month. ... (2 pages)View decision -
Decision Reference DRN-5242493
26 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5242493 The complaint Mr C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a timeshare. The purchase was made by Mr C and his wife but the loan was taken out... (7 pages)View decision -
Decision Reference DRN-5357275
26 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5357275 The complaint Mr A complains that Marshmallow Insurance Limited avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr A took out a car insurance policy with Marshmallow through a comparison site online in October ... (4 pages)View decision -
Decision Reference DRN-5241204
26 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5241204 The complaint Mr P, Ms E, Miss P and Miss C complain that Aviva Insurance Limited declined their claim against a travel insurance policy. Reference to Aviva includes its agents. What happened Mr P has travel insurance as a benefit of a current account. In August 2024, Mr P ... (3 pages)View decision -
Decision Reference DRN-5313628
26 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5313628 The complaint Mrs H complains that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft that she couldn’t afford to repay sustainably. What happened In June 2011 NatWest agreed to provide Mrs H with an overdraft facility of £300. Mrs H, wh... (4 pages)View decision -
Decision Reference DRN-5357797
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5357797 The complaint Mr and Mrs H complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly cancelled their home insurance (buildings) policy and placed a fraud marker on a database. Mr and Mrs H are joint policyholders, but most of the communication regarding the ... (6 pages)View decision -
Decision Reference DRN-5242928
26 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5242928 The complaint Mr H complains that Aviva Life & Pensions UK Limited (Aviva) has failed to administer his Group Personal Pension Plan (the plan) properly, causing him losses of around £12,500. He wants compensation for the losses. What happened Mr H says he complained to ... (3 pages)View decision -
Decision Reference DRN-5341142
26 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5341142 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas adviser which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-5325210
26 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5325210 The complaint Mr W complains that Nationwide Building Society didn’t honour a current account switch incentive. What happened Nationwide advertised a current account switch offer to new and existing customers. If customers switched a non-Nationwide account to it using the C... (2 pages)View decision -
Decision Reference DRN-5357690
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357690 The complaint Mr G complains that Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr G says that he saw a news article on a social media site about a local girl whose life had been changed by investing with a company I’ll refer to as ... (8 pages)View decision
