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-5637418
15 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5637418 The complaint Mr M complains that TSB Bank plc failed to make reasonable adjustments for him in respect of his disabilities when he was trying to set up a payment to a new person from his account. What happened Mr M has told us, and TSB that, due to certain disabilities, he ... (3 pages)View decision -
Decision Reference DRN-5425360
15 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5425360 The complaint Mr H would like Phoenix Life Limited trading as Standard Life (‘Standard Life’) to make a payment to him to reflect the time it took for them to transfer his pension away from it. What happened Mr H had a personal pension with Standard Life. Standard Life rece... (3 pages)View decision -
Decision Reference DRN-5565595
15 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5565595 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard, failed to adequately explain the reason for an increased minimum payment on his credit card and that as a result he had to enter into a payment plan that has negatively impacted his credit file. W... (2 pages)View decision -
Decision Reference DRN-5693071
15 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693071 Complaint Mr B has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr B’s account were unfair as... (5 pages)View decision -
Decision Reference DRN-5610224
15 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5610224 The complaint Mr A complains that Zopa Bank Limited charged him interest within a month of him taking out a new credit card. What happened Mr A took out a new credit card with Zopa on 16 January 2025. The credit limit was £250, and the APR was 39.9%. Zopa issued the first st... (2 pages)View decision -
Decision Reference DRN-5688691
15 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5688691 The complaint Mrs W complains that Bank of Scotland Plc (BoS) acted irresponsibly in lending to her as she said the lending was unaffordable. In bringing her complaint Mrs W is represented by a third party. For ease of reading I will only refer to Mrs W in my complaint. What... (3 pages)View decision -
Decision Reference DRN-5637305
15 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5637305 The complaint Mrs C complains that Wise Payments Limited didn’t do enough to prevent her losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In Novem... (3 pages)View decision -
Decision Reference DRN-5595727
15 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5595727 The complaint Mr S complains about his motor insurance policy with Admiral Insurance (Gibraltar) Limited . What happened Mr S has a motor insurance policy underwritten by Admiral. He asked Admiral whether he’d have cover if he drove a car his friend brought to the UK from a... (2 pages)View decision -
Decision Reference DRN-5631042
15 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5631042 The complaint Miss T complains about Advantage Insurance Company Limited (Advantage) not refunding the premium she paid for temporary cover she took out for a vehicle she was planning to purchase under her motor insurance policy, but didn’t proceed with the purchase. Refere... (3 pages)View decision -
Decision Reference DRN-5684731
15 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5684731 The complaint Mr L complains that Aviva Life & Pensions UK Limited (“Aviva”) failed to treat him fairly when it calculated the value of his pension savings before paying him a pension commencement lump sum. What happened I issued a provisional decision on this complaint ... (5 pages)View decision
