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-5822817
17 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5822817 The complaint Miss S complains about the way TSB Bank plc (‘TSB’) has recorded information on her credit file in respect of a credit card account which is subject to a Debt Arrangement Scheme (‘DAS’). What happened The parties are familiar with the background details of this... (4 pages)View decision -
Decision Reference DRN-5824091
17 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5824091 The complaint Mr B complains that Aviva Insurance Limited (“Aviva”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance was a car, made by a premium-brand car-maker and first registered in 2019. By July 2022, Mr B had acquire... (3 pages)View decision -
Decision Reference DRN-5787478
17 Sep 2025 TSB Bank plc UpheldConsumer CreditDRN-5787478 The complaint Miss S complains about the way TSB Bank plc (‘TSB’) has recorded information on her credit file in respect of a loan account which is subject to a Debt Arrangement Scheme (‘DAS’). What happened The parties are familiar with the background details of this compla... (5 pages)View decision -
Decision Reference DRN-5815664
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5815664 The complaint Mr Q complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) reduced his credit card limit unfairly and haven’t justified or explained their decision. Mr Q is unhappy with the impact of this and wants his credit limit increasing to £5,000. ... (3 pages)View decision -
Decision Reference DRN-5685041
17 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5685041 The complaint Mr G complains about Aviva Insurance Limited (Aviva) recording a claim against him under his motor insurance policy, following a collision with a third-party vehicle. Mr G accepts he reversed into the third-party vehicle but says the vehicle was already damaged... (3 pages)View decision -
Decision Reference DRN-5421320
17 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5421320 The complaint Mrs C complains Santander UK Plc (‘Santander’) won’t reimburse £20,000 which was lost when she says she fell victim to an investment scam. What happened The background to this complaint is well-known to all parties. So, I will only provide a brief overview of ... (3 pages)View decision -
Decision Reference DRN-5665357
17 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5665357 The complaint Mr R complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications he made. What happened Mr R opened a credit card with Capital One in June 2021 (9234) and was given a £200 credit limit. The balance was repaid in ful... (3 pages)View decision -
Decision Reference DRN-5535496
17 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5535496 The complaint Mr M has complained to Aviva Life & Pensions UK (‘Aviva’) after it stopped accepting contributions into his Group Personal Pension (‘GPP’) plan that he holds through his employer – Firm S. What happened Mr M holds a GPP with Aviva through his employer – Fi... (4 pages)View decision -
Decision Reference DRN-5801383
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801383 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t treat him fairly when he began to experience financial difficulties. What happened Mr G held loans, a credit card and a current account with an overdraft with NatWest. In July... (2 pages)View decision -
Decision Reference DRN-5341206
17 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5341206 The complaint Mr D complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr D saw an advert for a company that purported to ... (5 pages)View decision