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-5751286
17 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5751286 The complaint Miss P is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with a personal loan. What happened In March 2024, Miss P applied for a loan with MCB. They lent her £15,000 over a four-y... (4 pages)View decision -
Decision Reference DRN-5603019
17 Sep 2025 Gain Credit LLC UpheldConsumer CreditDRN-5603019 The complaint Miss V complains that Gain Credit LLC, trading as Lending Stream, lent to her irresponsibly. What happened In May 2021, Miss V took one loan with Lending Stream. It was for £120, repayable over a term of 177 days, with five monthly instalments of £38.61, follo... (5 pages)View decision -
Decision Reference DRN-5280383
17 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5280383 The complaint Mr and Mrs S complain that Santander UK Plc (“Santander”) have declined to reimburse losses they incurred as the result of a scam. What happened In 2021, Mr and Mrs S were referred to an investment opportunity in forex trading by a friend. The investment was wi... (3 pages)View decision -
Decision Reference DRN-5750476
17 Sep 2025 RBC Europe Limited UpheldPensions and AnnuitiesDRN-5750476 The complaint Mr W has complained about an incorrect valuation given to him by RBC Europe Limited trading as RBC Brewin Dolphin (‘Brewin’). Brewin provided Mr W with a £96,058 valuation for his pension however this was later confirmed as incorrect, with the actual value lowe... (3 pages)View decision -
Decision Reference DRN-5687275
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5687275 The complaint Mrs H complains about the service she received from Barclays Bank UK Plc (“Barclays”) when she tried to transfer money from her account. What happened Mrs H has a current account with Barclays. She is represented by her son, Mr H. Mr H has authority to manage M... (3 pages)View decision -
Decision Reference DRN-5619954
17 Sep 2025 Aldermore Bank Plc UpheldMortgagesDRN-5619954 The complaint R, a limited company, complains that Aldermore Bank Plc caused delay in a mortgage application, resulting in R having to pay more interest. What happened R applied for a mortgage with Aldermore in May 2024. The application was eventually granted and funds released... (2 pages)View decision -
Decision Reference DRN-5404804
17 Sep 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5404804 The complaint Mr C complains J D Williams & Company Limited (JD Williams) treated him unfairly while processing his application for a personal credit account. What happened On 9 November 2024, Mr C applied online for a JD Williams credit account. He first used the “elig... (3 pages)View decision -
Decision Reference DRN-5676885
17 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5676885 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim because it thought he’d acted fraudulently. When I mention Admiral I also mean its investigators and suppliers. What happened Mr A had a motor insurance policy with Admiral c... (3 pages)View decision -
Decision Reference DRN-5726692
17 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5726692 The complaint Mr and Mrs G’s complaint against Aviva Life & Pensions UK Limited (“Aviva”) is about their whole of life insurance policy. What happened Mr and Mrs G took out a reviewable whole of life policy in 1990. Although this complaint has been brought jointly by bot... (6 pages)View decision -
Decision Reference DRN-5697192
17 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5697192 The complaint Miss E complains that Acromas Insurance Company Limited (“Acromas”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports coupe car, made by a premium-brand car-maker and fi... (3 pages)View decision