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 381196 results
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Decision Reference DRN-4964847
2 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4964847 The complaint Mr W complains that Nationwide Building Society has treated him unfairly in relation (to its obligations with regard) to a payment he made on his Nationwide Credit Card. What happened In early September 2023 Mr W paid for accommodation for a holiday he was plan... (4 pages)View decision -
Decision Reference DRN-5169115
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5169115 The complaint Mrs C, who is represented, is unhappy that Lloyds Bank PLC didn’t do more to prevent one of its customers committing fraud. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Mrs C employed ... (2 pages)View decision -
Decision Reference DRN-5442430
2 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5442430 The complaint Mr L complains that Barclays Bank UK PLC has unreasonably declined his request for it to refund interest after he mistakenly made regular payments to a mortgage current account, rather than the intended mortgage account. What happened Mr L took a Barclays (tho... (3 pages)View decision -
Decision Reference DRN-5169126
2 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5169126 The complaint Mrs C, who is represented, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse her loss after she says she was victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them bri... (3 pages)View decision -
Decision Reference DRN-5528967
2 May 2025 Plus500UK Ltd UpheldInvestmentsDRN-5528967 The complaint Mr M complains that Plus500UK Ltd failed to support him appropriately once he’d disclosed a vulnerability. He says it told him it would close his account, but let him continue adding funds to support his positions. It then forcibly closed his trades for a loss.... (7 pages)View decision -
Decision Reference DRN-5512444
2 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5512444 The complaint Ms W complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms W applied for a Fluid credit card in July 2020. In her application, Ms W said she was employe... (3 pages)View decision -
Decision Reference DRN-5524862
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5524862 Complaint Mr C has complained about the overdraft charges Santander UK Plc (“Santander”) applied to his account. Mr C is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr C’s account were unfair as there wa... (5 pages)View decision -
Decision Reference DRN-5412051
2 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5412051 The complaint Mr R, who is represented in his complaint by his father, complains that Zopa Limited (‘Zopa’) irresponsibly agreed to give him finance he couldn’t afford to repay. What happened In July 2022, Mr R acquired a car financed by a fixed term hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5521541
2 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5521541 The complaint Mr N complains because Admiral Insurance (Gibraltar) Limited declined his travel insurance claim and cancelled his policy. What happened Mr N was insured under a travel insurance policy provided by Admiral. The policy started in August 2023 and covered two decl... (4 pages)View decision -
Decision Reference DRN-5529124
2 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5529124 The complaint Mr H has complained, through his representatives, about a transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) personal pension to a small self-administered scheme (‘SSAS’) in May 2015. Mr H’s SSAS was subsequently used to invest in Dolphin Capital (‘... (14 pages)View decision
