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-5778145
14 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5778145 The complaint Mr D is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2023, CCB approved Mr D’s application for a loan. They lent him £9,000 over a five-... (4 pages)View decision -
Decision Reference DRN-5050446
14 Oct 2025 IG Index Limited Not upheldInvestmentsDRN-5050446 The complaint Mr B has complained about IG Index Limited (‘IG’) as he is disputing its claim for £11,350 which it says he owes. What happened Mr B opened a spreadbetting account with IG on 23 November 2021. 27 credits were added to Mr B’s IG account between 17 and 28 Octobe... (3 pages)View decision -
Decision Reference DRN-5780980
14 Oct 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5780980 The complaint Mr K has complained that Phoenix Life Limited delayed the transfer of his pension plans and that he suffered a financial loss as a result. What happened Mr K held two pension plans with Phoenix Life Limited (Phoenix). In this decision I will refer to the pensi... (7 pages)View decision -
Decision Reference DRN-5723672
14 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5723672 The complaint Mr R complains Nationwide Building Society recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr R had an account with Nationwide. In April 2024, it was credited with... (3 pages)View decision -
Decision Reference DRN-5868094
14 Oct 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5868094 The complaint Mr and Mrs A complain that The Mortgage Works (UK) Plc (TMW) didn’t do enough to make the terms of their buy-to-let mortgage clear because it didn’t send them a rate switch offer by post. What happened Mr and Mrs A’s buy-to-let mortgage with TMW was on a fixed ... (2 pages)View decision -
Decision Reference DRN-5729558
14 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5729558 The complaint Mr H, through his representative, complains that Close Brothers Limited approved a vehicle finance agreement for him when he could not afford the repayments. What happened Mr H applied to Close Brothers through a broker in November 2021. It was a conditional sa... (3 pages)View decision -
Decision Reference DRN-5707884
14 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5707884 The complaint Miss C complains that when she made a claim on her pet insurance policy, Allianz Insurance Plc declined the claim and added an exclusion to the policy. What happened Miss C bought a puppy in September 2024. She took out pet insurance, underwritten by Allianz, w... (3 pages)View decision -
Decision Reference DRN-5865279
14 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5865279 The complaint M, a company, complains about a claim it made on its Aviva Insurance Limited business protection policy, which has not yet been finalised. M says Aviva treated it unfairly and wants Aviva to cover it for the costs it is claiming. M’s complaint is brought by Mr ... (4 pages)View decision -
Decision Reference DRN-5631553
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5631553 The complaint Miss J complains Revolut Ltd recorded a fraud marker against her at Cifas, despite her giving it relevant information. Miss J believes Revolut should compensate her for the difficulties it caused. What happened A summary of what happened is below. Miss J held ... (2 pages)View decision -
Decision Reference DRN-5827340
14 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5827340 The complaint Mr N complains that AXA Insurance UK Plc, unfairly handled his claim with avoidable delays added during the claim process. This resulted in the settlement being agreed later than it should have been. Mr N says as a result of the delays, he has incurred conseque... (4 pages)View decision