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 375425 results
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Decision Reference DRN-5374242
11 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5374242 The complaint Mr S complains that CA AUTO FINANCE UK LTD was irresponsible in its lending to him. What happened Mr S acquired a car through a Personal Contract Purchase Agreement with CA Auto Finance in August 2023. The agreement term was 36 months and Mr S was required to r... (5 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision -
Decision Reference DRN-5310421
11 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5310421 The complaint Ms V complains about Hargreaves Lansdown Asset Management Limited (HL). She said she tried to withdraw funds from her account but was unable to. She said HL made mistakes, caused delays and in turn caused her to incur losses. She would like HL to compensate her... (4 pages)View decision -
Decision Reference DRN-5252921
11 Mar 2025 ALGBRA GROUP LIMITED Not upheldBanking and PaymentsDRN-5252921 The complaint Mr A complains that Algbra Group Limited unfairly closed his account and returned the funds in it to source. What happened Around April last year, Algbra notifed Mr A that it would be closing his account. Algbra also returned around £3,400 from the account to s... (4 pages)View decision -
Decision Reference DRN-5387683
11 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5387683 The complaint Mr and Mrs C complain that AWP P&C S.A unfairly declined their travel insurance claim. What happened Mr and Mrs C have a travel insurance policy that was sold to them as part of a packaged bank account. On 7 August 2024, Mr & Mrs C missed their flight ... (2 pages)View decision -
Decision Reference DRN-5339688
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339688 The complaint Mr H, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) acted irresponsibly when it agreed to provide him with an overdraft facility. He says the overdraft became unaffordable and has asked for interest and charges in... (4 pages)View decision -
Decision Reference DRN-5323997
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5323997 The complaint Miss R is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to a cruel job scam in 2023. At a time when she was looking for work, sh... (8 pages)View decision -
Decision Reference DRN-5208636
11 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5208636 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B opened a personal account with Kroo in March 2024. Mr B says he used his account for everyday spending and trading in cryptocurrencies. In May 2... (3 pages)View decision -
Decision Reference DRN-5048353
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5048353 The complaint Mr D complains that Barclays Bank UK PLC blocked his account without good reason or justification and that it then sought detailed and extensive information from him about the operation of the account. What happened On 6 April 2024 Mr D found out that he was un... (2 pages)View decision -
Decision Reference DRN-5335239
11 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5335239 The complaint Mr P complains that Scottish Widows Limited has failed to provide him with the data he’s requested about his personal pension policy. He also complains about poor service. What happened Mr P has a personal pension policy with Scottish Widows. In February 2023 ... (11 pages)View decision
