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 361839 results
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Decision Reference DRN-5316288
11 Mar 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5316288 The complaint Mrs L complains that Zopa Bank Limit trading as Zopa gave her a credit card with a limit she couldn’t afford to repay. What happened In April 2023 Mrs L applied for a credit card from Zopa. Her application was successful and she was given a £500 limit. Mrs L ha... (2 pages)View decision -
Decision Reference DRN-5386075
11 Mar 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5386075 The complaint A company, which I’ll refer to as R, complains that in the conduct of their Know Your Customer review (KYC), Barclays Bank Plc unfairly closed its account which caused significant financial loss. In bringing this complaint, R is represented by its director who... (4 pages)View decision -
Decision Reference DRN-5364747
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5364747 The complaint Mr C has complained that Santander UK Plc (“Santander”) did not uphold his Direct Debit indemnity claim. What happened Mr C had a Direct Debit set up to pay a mobile phone network provider. Mr C says that he cancelled the contract that the Direct Debit was payi... (3 pages)View decision -
Decision Reference DRN-5281020
11 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5281020 The complaint Miss D and Mr S complain that Barclays Bank UK PLC declined their application for a mortgage because it didn’t think the property concerned was suitable security. They are unhappy that this happened after Barclays had previously issued them with a mortgage offe... (4 pages)View decision -
Decision Reference DRN-5299169
11 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5299169 The complaint Mrs F complains about the way Legal and General Assurance Society Limited (L&G) handled a claim she made on a joint life assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what... (5 pages)View decision -
Decision Reference DRN-5280174
11 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5280174 The complaint Mr and Mrs W complain Aviva Insurance Limited handled their subsidence claim, made against a residential property owners insurance policy, poorly. Aviva’s been represented by agents for the claim at points. For simplicity I’ve generally referred to the represe... (2 pages)View decision -
Decision Reference DRN-5386873
11 Mar 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5386873 The complaint Mrs H has complained about a loan Everyday Lending Limited trading as Everyday Loans provided to her. She says the loan was unaffordable and therefore shouldn’t have been given to her. What happened Mrs H enquired about a loan of £1,000 with Everyday Loans. She... (4 pages)View decision -
Decision Reference DRN-5165688
11 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165688 The complaint Mr and Mrs W complain Aviva Insurance Limited handled their subsidence claim, made against a residential property owners insurance policy, poorly. Aviva’s been represented by agents for the claim at points. For simplicity I’ve generally referred to the represe... (3 pages)View decision -
Decision Reference DRN-5306472
11 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5306472 The complaint Mr I is unhappy that Haven Insurance Company Limited refused to fully settle a claim he made for accidental water damage to his property. What happened Mr I held a home insurance policy with Haven which was incepted in August 2023. In February 2024, Mr I’s prop... (3 pages)View decision -
Decision Reference DRN-5338426
11 Mar 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5338426 The complaint Mr H has complained, via his representatives, about a transfer of his personal pension held with Scottish Equitable, trading as Aegon (‘Aegon’) to a small self-administered scheme (‘SSAS’), which completed in April 2016. Most of Mr H’s SSAS was subsequently use... (12 pages)View decision
