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-5794102
18 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5794102 The complaint Mr H complains about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and blocked his online banking until he completed further security checks. To put things right Mr H would like Nationwide to address his complaint... (3 pages)View decision -
Decision Reference DRN-5716331
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5716331 The complaint Mrs P complains that there was a change to the terms and conditions of her Travel Insurance policy that comes with her Revolut Ltd (“Revolut”) account. Mrs P says Revolut failed to make her aware of this resulting in her being left out of pocket following her t... (4 pages)View decision -
Decision Reference DRN-5806717
18 Sep 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5806717 The complaint Mr M complains that Chetwood Financial Limited trading as LiveLend was irresponsible in its lending to him. He wants all interest and charges on his loan refunded along with statutory interest and any adverse information removed from his credit file. Mr M is re... (3 pages)View decision -
Decision Reference DRN-5469511
18 Sep 2025 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-5469511 The complaint Mr M has complained that Pension Insurance Corporation plc (PIC) caused him considerable distress and concern when it told him the electronic identity verification checks it needed to undertake to begin making pension payments had failed. Mr M feels that he sh... (4 pages)View decision -
Decision Reference DRN-5401612
18 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5401612 The complaint Miss S is unhappy that Santander UK Plc hasn’t reimbursed losses suffered as a result of a scam. Miss S is represented in her complaint. But for the sake of clarity, I’ll only refer to her throughout this decision. What happened The background to this complaint... (4 pages)View decision -
Decision Reference DRN-5800240
18 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5800240 The complaint Mr B complains that Aviva Life & Pensions UK Limited has failed to treat him fairly in the way it has calculated the final bonus that would be added to the pension savings he holds in one of its “with-profits” investment funds. What happened Mr B has held p... (4 pages)View decision -
Decision Reference DRN-5600717
18 Sep 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5600717 The complaint Mr D is complaining about the way Allied World Assurance Company (Europe) dac (‘AWAC’) has handled a claim he made on his landlord insurance policy. AWAC has used a number of agents to handle the claim on its behalf. But, for ease of reference, I shall refer to... (3 pages)View decision -
Decision Reference DRN-5794504
18 Sep 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5794504 The complaint Mr W complains eBay Commerce UK Ltd (Commerce) stopped him from paying the money in his eBay marketplace (marketplace) account to his bank account. What happened Mr W was selling on the marketplace and was sent an email to say his selling account was on hold.... (4 pages)View decision -
Decision Reference DRN-5751284
18 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5751284 The complaint Mr A complains about how Nationwide Building Society (NBS) treated him when his account was in an overdrawn position. What happened The circumstances that led to the complaint are well known to both parties, so I won’t repeat them in detail and will aim to prov... (3 pages)View decision -
Decision Reference DRN-5824492
18 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5824492 The complaint Mr S is complaining that U K Insurance Limited (‘UKI’) has declined a claim he made on his property’s commercial property insurance policy. What happened In September 2024 Mr S contacted UKI to claim for a leak in his underground pipes which had caused the boil... (3 pages)View decision