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 391431 results
-
Decision Reference DRN-5912724
19 Nov 2025 New Leaf Distribution Limited UpheldInvestmentsDRN-5912724 The complaint Mrs M complains that Principle Financial Services Ltd, an appointed representative of New Leaf Distribution Limited (New Leaf), gave her unsuitable investment advice. As New Leaf are responsible for those activities, this complaint is about it and for ease any... (10 pages)View decision -
Decision Reference DRN-5960715
19 Nov 2025 New Leaf Distribution Limited UpheldInvestmentsDRN-5960715 The complaint Mr M complains that Principle Financial Services Ltd, an appointed representative of New Leaf Distribution Limited (New Leaf), gave him unsuitable investment advice. As New Leaf are responsible for those activities, this complaint is about it and for ease any ... (11 pages)View decision -
Decision Reference DRN-5958701
19 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5958701 The complaint Mrs W complains that Aviva Life & Pensions UK Limited (Aviva) has failed to collect contributions correctly for her Group Personal Pension. What happened In August 2024, Mrs W and her employer contacted Aviva to say she was resuming contributions into her p... (2 pages)View decision -
Decision Reference DRN-5671102
19 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5671102 The complaint Miss A complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But ... (4 pages)View decision -
Decision Reference DRN-5418488
19 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5418488 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (5 pages)View decision -
Decision Reference DRN-5697548
19 Nov 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5697548 The complaint Mr J complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have failed to prove the debt they are pursuing him for is enforceable. What happened Mr J’s complaint centres around a credit card account that was taken out in 2021, with ... (4 pages)View decision -
Decision Reference DRN-5503577
19 Nov 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5503577 The complaint Mr S complains that PayrNet Limited closed Pluxee card account without notice. What happened Mr S successfully applied for a Pluxee card. The card is a pre-paid card which can be used by employers to provide employment benefits, such as discounts and cashback t... (2 pages)View decision -
Decision Reference DRN-5760433
19 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5760433 The complaint Mr A complains about the actions of Barclays UK Plc when he lost money to a scam. Mr A is being supported by a legal representative but for ease of reading I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5922820
19 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5922820 The complaint Mr A complains that Nationwide Building Society unfairly defaulted his credit card and reported this status to credit reference agencies (CRAs). What happened Mr A held a credit card with Nationwide. In December 2024 Mr A made Nationwide aware he was going to b... (4 pages)View decision -
Decision Reference DRN-5870326
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5870326 The complaint Mr H complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when he wanted to make a purchase but believed that his account balance didn’t reflect a deposit he’d paid in and that some of his money had gone missing.... (2 pages)View decision