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-5980133
27 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5980133 The complaint Mr H and his representative have complained about how MotoNovo Finance Limited (‘MotoNovo’) handled his complaint about irresponsible lending. What happened In September 2022 Mr H acquired a car financed by way of a hire purchase agreement with MotoNovo. Mr H ... (3 pages)View decision -
Decision Reference DRN-5862924
27 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5862924 The complaint Mr O and Mrs O complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened Mr O and Mrs O purchased membersh... (4 pages)View decision -
Decision Reference DRN-4734282
27 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4734282 The complaint Mr S complains on behalf of the policyholders Mr D and Mr M about the way Aviva Life & Pensions UK Limited have administered a whole of life policy. He says the policy was set up with a fixed sum assured and premium, but Aviva has reviewed the policy and in... (6 pages)View decision -
Decision Reference DRN-5979307
27 Nov 2025 Freeway UK Insurance Services Limited UpheldInsuranceDRN-5979307 The complaint Mr I has complained that he has had to pay an additional premium for his taxi insurance policy through Freeway UK Insurance Services Limited because the insurance company who provide it wouldn’t accept his proof of no claim discount (NCD). What happened Mr I p... (3 pages)View decision -
Decision Reference DRN-5847120
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847120 The complaint Miss R is unhappy with the service she has received from Clydesdale Bank Plc trading as Virgin Money. She said she received a parking ticket and contacted Virgin Money to ask for details about the transaction, but the call handler put the phone down on her twic... (2 pages)View decision -
Decision Reference DRN-5923162
27 Nov 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5923162 The complaint Mr M complains about the service he received from Monument Bank Limited (“Monument”) when transferring his ISA to it. In particular, Mr M is unhappy with the delays experienced in the allocation of his funds to his account and Monument’s failure to inform him o... (3 pages)View decision -
Decision Reference DRN-5979522
27 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979522 The complaint Mr N complains that Nationwide Building Society (‘Nationwide’) won’t refund money he lost as a result of a scam. What happened In and around January/February 2024, Mr N was looking for a part time job in order to earn some passive income. Mr N said he received... (8 pages)View decision -
Decision Reference DRN-5947685
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5947685 The complaint Mr C complains that documents Santander UK Plc sent him about his cash ISA were wrong and misleading. What happened Mr C had a cash ISA with Santander on a fixed interest rate of 4.15% until 1 June 2025. In May 2025 Santander wrote to him reminding him of the e... (2 pages)View decision -
Decision Reference DRN-5722699
27 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5722699 The complaint Miss A complains that ONMO Limited irresponsibly lent to her. What happened Miss A was approved for an ONMO credit card in August 2023, with a £600 credit limit. Miss A says this was irresponsibly lent to her. Miss A made a complaint to ONMO, who did not uphold... (3 pages)View decision -
Decision Reference DRN-5946558
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5946558 The complaint Mr M complains that he is unable to pay his bills due to the restrictions Barclays Bank UK PLC (“Barclays”) placed on transfers made through its telephony team of over £500 and that Barclays unfairly closed his account. Mr M believes he’s been discriminated aga... (3 pages)View decision