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 381196 results
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Decision Reference DRN-5638927
24 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5638927 The complaint Mr K complains that Zopa Bank Limited applied interest to his credit card daily. He’s unhappy that the pending interest is deducted from his available credit before the statement is generated. What happened Mr K opened a credit card account with Zopa in May 202... (2 pages)View decision -
Decision Reference DRN-5534703
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534703 The complaint The estate of Mr L (“The Estate”) is unhappy with the actions of National Westminster Bank Public Limited Company (“NatWest”) surrounding the closure of the late Mr L’s accounts. The Estate’s complaint is brought to this service by one of the executors of the E... (4 pages)View decision -
Decision Reference DRN-5712069
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5712069 The complaint Miss P complains that Barclays Bank UK PLC lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. On 17 December 2020, Miss P applied f... (5 pages)View decision -
Decision Reference DRN-5501319
24 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5501319 The complaint Mr D complains that ARAG Legal Expenses Insurance Company Limited has unfairly declined a claim under his landlord legal protection insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsi... (2 pages)View decision -
Decision Reference DRN-5423419
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5423419 The complaint Mr S complains Wise Payments Limited wouldn’t accept an unenrolled deed pool as evidence that he’s changed his name. What happened Mr S opened an account with Wise in April 2024. Mr S contacted Wise on 18 January 2025 to say he’d changed his name and wanted his... (2 pages)View decision -
Decision Reference DRN-5214269
24 Jul 2025 Cansquared Limited Not upheldPensions and AnnuitiesDRN-5214269 The complaint Mrs M has complained that Cansquared Limited provided misleading quotes for her pension holdings, which caused her to make a life changing decision. As a result, Mrs M would like Cansquared Limited to make up the difference. What happened The investigator who c... (6 pages)View decision -
Decision Reference DRN-5342313
24 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5342313 The complaint Mr N has complained, with the help of a personal representative, about the suitability of the advice he was given by an adviser linked to St James’s Place Wealth Management Plc (“SJP”) in 2015 to switch a number of his pensions to an SJP Retirement Account (RA)... (10 pages)View decision -
Decision Reference DRN-5303637
24 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5303637 The complaint Mrs K complains that Santander UK Plc won’t refund money she lost when she fell victim to an investment scam. Mrs K is being represented by a company I will refer to as “M”. What happened The background to this complaint is well-known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-5682931
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682931 The complaint Mr C and Mrs C complain about the way Aviva Insurance Limited (Aviva) handled the claim they made under their plumbing and drainage policy. This complaint has been bought by both Mr C and Mrs C, but as Mrs C has been leading in the complaint, and for ease, I’ve... (3 pages)View decision -
Decision Reference DRN-5672242
24 Jul 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5672242 The complaint Mr T’s complaint is about the handling of a claim under his motor policy with West Bay Insurance Plc. What happened In late January 2024, Mr T reported a claim to West Bay. He is a self-employed driving instructor and had an accident while giving a lesson. Mr ... (4 pages)View decision
