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 375868 results
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Decision Reference DRN-5794813
4 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5794813 The complaint Mr P complains that Trading 212 UK Limited unfairly withheld profits he made from certain trades he had closed. What happened Mr P had an account with T212 and was trading Contracts for Differences (CFDs). On 3 August 2020 he had a long position (the equivalent... (3 pages)View decision -
Decision Reference DRN-5796648
4 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5796648 The complaint Miss N complains Cabot Credit Management Group Limited have marked her debt with ‘refusal to pay’ when she has made an offer. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elem... (2 pages)View decision -
Decision Reference DRN-5403212
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5403212 The complaint Ms B is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not agreed to reimburse her for payments she made to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only set out some key details... (3 pages)View decision -
Decision Reference DRN-5705413
4 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5705413 The complaint Mr H complains as a Trustee of the H Trust about the way Phoenix Life Limited has dealt with the payment of benefits under five life assurance policies. He says interest has been unfairly withheld that should have been paid out with the policies. What happened... (3 pages)View decision -
Decision Reference DRN-5554148
4 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5554148 The complaint Mr L complains that Unum Ltd has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out what I consider to be the key issues. Mr... (4 pages)View decision -
Decision Reference DRN-5792972
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5792972 The complaint Mr and Mrs J complain about arrears NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has reported to their credit files in connection with their mortgage. What happened Mr and Mrs J have a mortgage with NatWest, almost all of which is on interest only... (5 pages)View decision -
Decision Reference DRN-5796815
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5796815 The complaint Mr H complains that Lloyds Bank PLC has not refunded his loss after he was the victim of a scam. What happened In 2006 Mr H signed up for a service that offered discounts on flights and accommodation in the Canary Islands, he paid £30,000 for this service, but ... (4 pages)View decision -
Decision Reference DRN-5718188
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5718188 The complaint Mr A complains with the settlement AXA Insurance UK Plc (AXA) have offered to settle the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Januar... (3 pages)View decision -
Decision Reference DRN-5777503
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5777503 The complaint Mr L complains about the amount of interest that NewDay Ltd charged him on his Aqua credit card account. What happened In November 2024 Mr L took out a credit card with NewDay and entered into a credit agreement. Mr L thought the card had a promotional interest... (2 pages)View decision -
Decision Reference DRN-5702333
4 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5702333 The complaint Mr U is unhappy that Vanquis Bank Limited reported a default against his account and sold his debt onto a third-party. What happened Mr U held a credit card account with Vanquis. In January 2023, he got in touch with Vanquis to explain that he was unable to ma... (3 pages)View decision
