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
-
Decision Reference DRN-5865631
8 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5865631 The complaint Mr and Mrs S’ complaint is about a claim they made on their Aviva Insurance Limited (‘Aviva) legal expenses insurance policy, which was declined. Mr and Mrs S say Aviva treated them unfairly. What happened The details of this complaint is well known to both par... (2 pages)View decision -
Decision Reference DRN-5735940
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735940 The complaint Mrs and Mr C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost to a fraudster. They’re unhappy about the closure of their account and the support they received. They also say Barclays didn’t do enough to recover the funds. This co... (4 pages)View decision -
Decision Reference DRN-6004016
8 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-6004016 The complaint Mr S is unhappy Loans 2 Go Limited trading as Loans 2 Go provided him with three loans that were unaffordable. He was represented in his complaint until July 2025. For ease, I’ve written as if we’ve dealt with him directly throughout. What happened Loans 2 Go... (5 pages)View decision -
Decision Reference DRN-5979356
8 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5979356 The complaint Mrs B complains that Next Retail Limited accused her of returning worn items and unfairly charged her an investigation fee. What happened Mrs B holds a credit account with Next. In or around August 2025 Mrs B returned a dress that she’d ordered. Next received t... (2 pages)View decision -
Decision Reference DRN-6004003
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6004003 The complaint Mr and Mrs D’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-6003969
8 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6003969 The complaint Mrs S is unhappy Lendable Ltd provided her with a loan which she feels was unaffordable. She feels that, had they done more checks, they would’ve realised that she had a gambling addiction. What happened Lendable provided Mrs S with a loan for £7,000 in March... (4 pages)View decision -
Decision Reference DRN-6003462
8 Dec 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-6003462 The complaint Miss P, who is represented by a third party, complains that N.I.I.B Group Limited, trading as Northridge Finance (‘Northridge Finance’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2019, Miss P acq... (2 pages)View decision -
Decision Reference DRN-6003182
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6003182 The complaint Mr R complains that Nationwide Building Society irresponsibly gave him an overdraft he couldn’t afford to repay. He also complains that despite having a gambling block in place on his current account he was able to carry out gambling transactions. What happened... (4 pages)View decision -
Decision Reference DRN-6003895
8 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6003895 The complaint Mrs M is unhappy with the decision by AXA Insurance UK Plc (AXA) to not fully settle her escape of water claim and she’s disappointed with the general handling of the claim. AXA were providing a home insurance policy. What happened Mrs M said she noticed water ... (3 pages)View decision -
Decision Reference DRN-5871377
8 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5871377 The complaint X complains about the poor service provided by PayPal UK Ltd when it applied a restriction on his account. What happened On 17 June 2025, X received some funds into his PayPal account. X attempted to withdraw the funds on 18 June 2025, but he was unable to make... (4 pages)View decision