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 366763 results
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Decision Reference DRN-5427283
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5427283 The complaint Mr L has complained about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his request for a balance transfer. What happened Mr L contacted NatWest twice, to ask if he could make a balance transfer from his credit card, to his sister’s cre... (1 page)View decision -
Decision Reference DRN-5354728
12 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5354728 The complaint Mrs P complains about issues she’s encountered with correspondence from Nationwide Building Society (Nationwide) since registering her Power of Attorney document. What happened Mrs P was a customer of Nationwide. Mrs P named Mrs S her attorney within her Powe... (4 pages)View decision -
Decision Reference DRN-5400230
12 May 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5400230 The complaint Mr A has complained that Zopa Bank Limited didn’t help him when his account fell into arrears while he was unwell. What happened Mr A had a Zopa credit card, and fell into arrears in August 2024. He contacted Zopa on 1 November 2024, to explain he was in hospit... (1 page)View decision -
Decision Reference DRN-5524535
12 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5524535 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo) was of an unsatisfactory quality. What happened In May 2024 Mr H was supplied with a used car through a hire purchase agreement with MotoNovo. He... (3 pages)View decision -
Decision Reference DRN-5426766
12 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5426766 The complaint Mr B and Mrs B complain about Great Lakes Insurance UK Limited (“Great Lakes”). They want Great Lakes to increase their settlement offer and pay them compensation. What happened Mr B and Mrs B insured their home contents with Great Lakes. In late 2023, whilst o... (3 pages)View decision -
Decision Reference DRN-5395771
12 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5395771 The complaint Miss S is complaining about the way Covea Insurance plc handled a claim she made on her buildings insurance policy. What happened In February 2023 Miss S contacted Covea to claim for damage to a ceiling that had collapsed. Covea asked her to provide a report fo... (4 pages)View decision -
Decision Reference DRN-5366935
12 May 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5366935 The complaint Miss M has complained about the actions of Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of her car finance agreement. At times, Miss M has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her ... (2 pages)View decision -
Decision Reference DRN-5541121
12 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5541121 The complaint Mrs A complained that Lloyds Bank PLC (’Lloyds’) should pay her more compensation after admitting it provided poor service in connection with a payment refund. What happened Mrs A purchased an item which she later returned for a refund. The money she’d paid fo... (3 pages)View decision -
Decision Reference DRN-5534293
12 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5534293 The complaint Mr A complains that MBNA Limited lent irresponsibly when it approved his credit card application. What happened Mr A applied for an MBNA credit card in April 2019. In his application, Mr A said he was self employed with an annual income of £40,500 that MBNA ca... (2 pages)View decision -
Decision Reference DRN-5134014
12 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5134014 The complaint Mr S complains about Aviva Life & Pensions Limited’s administration of his pension plan, particularly the calculation of the Loyalty Bonus. What happened Since the 1990s Mr S has had two personal pension plans (plans ending *94A and *94K) originally set up... (4 pages)View decision
