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
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Decision Reference DRN-5917290
14 Nov 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5917290 The complaint Mr N complains that Phoenix Life Limited trading as Standard Life (Standard Life) mismanaged his pension. He said it incorrectly showed the value of his pension to be around £220K higher than its true value for a period of around 10 months. During this time, Mr... (6 pages)View decision -
Decision Reference DRN-5741275
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5741275 The complaint Miss A complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss A was approved for a NatWest credit card in March 2023, with a £9,250 credit limit. Miss A says that this was irresponsibly lent to he... (3 pages)View decision -
Decision Reference DRN-5667524
14 Nov 2025 Assetz SME Capital Limited UpheldInvestmentsDRN-5667524 The complaint Mr M complains about a fee Assetz SME Capital Limited (“Assetz”) has introduced to the accounts he holds on its peer to peer (“P2P”) lending platform. He believes he has been treated unfairly and requests that he is refunded the amounts he has paid towards the ... (9 pages)View decision -
Decision Reference DRN-5646953
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5646953 The complaint Mr H complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded a payment he made. What happened In February 2025, Mr H attended a photoshoot with his wife. They had received a gift voucher for a couples photoshoot with one free... (3 pages)View decision -
Decision Reference DRN-5951172
14 Nov 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5951172 The complaint Ms F complains that Volkswagen Financial Services (UK) Limited (VWFS) failed to conduct suitable affordability checks prior to lending to her. Ms F is represented in this complaint by a professional representative but, for ease, I’ll refer to Ms F directly thro... (9 pages)View decision -
Decision Reference DRN-5866367
14 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5866367 The complaint Mr W has complained about Aviva Insurance Limited. He isn’t happy about the way it has handled his motor insurance claim after he was involved in an accident. What happened Mr W was involved in an accident and when he contacted Aviva about this, he felt it hand... (2 pages)View decision -
Decision Reference DRN-5824606
14 Nov 2025 Unum Ltd Not upheldInsuranceDRN-5824606 The complaint Mr P complains that Unum Ltd has turned down a critical illness claim he made on a group critical illness insurance policy. What happened Mr P was added to his employer’s group critical illness insurance policy on 1 March 2024. Subsequently, Mr P went on to mak... (2 pages)View decision -
Decision Reference DRN-5626955
14 Nov 2025 Rowan Dartington & Co. Limited Not upheldInvestmentsDRN-5626955 The complaint The trustees of the E Trust (‘the Trust’) have complained about the poor management of the Trust’s assets by Rowan Dartington & Co. Limited (‘RD’). The trustees say trading was excessive and the portfolio suffered losses because of bad management for which ... (5 pages)View decision -
Decision Reference DRN-5771176
14 Nov 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5771176 The complaint Mr V complains about how MetLife Europe d.a.c. handled a claim under an income protection policy. What happened Mr V was covered by an income protection policy through his employer, which was provided by MetLife. The policy paid a benefit if Mr V was unable to... (4 pages)View decision -
Decision Reference DRN-5908337
14 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5908337 The complaint Mr L complains that NewDay Ltd trading as Marbles closed his account unfairly. What happened Mr L opened a credit card account with NewDay in 2021. In April 2025 Mr L raised an irresponsible lending complaint, as he believed that when he opened the account in 2... (3 pages)View decision