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 400695 results
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Decision Reference DRN-5899627
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5899627 The complaint Mr W complains that National Westminster Bank Public Limited Company (‘NatWest’) failed to administer his loan application correctly. This led to him not being able to take a loan which in turn has impacted his finances. Mr W has also complained that the loan a... (3 pages)View decision -
Decision Reference DRN-5945642
12 Nov 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5945642 The complaint Mr V has complained that Curve UK Limited’s (“Curve”) cashback programme is not working correctly. Mr V says that, when he has used Curve Cash points to pay for a transaction, the points used for the transaction are deducted from his Curve Cash balance. But Mr... (4 pages)View decision -
Decision Reference DRN-5910984
12 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5910984 The complaint Mrs C and Mr C complain that AXA Insurance UK Plc (“AXA”) unfairly declined to cover a claim they made on their property insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer... (4 pages)View decision -
Decision Reference DRN-5945593
12 Nov 2025 Metro Bank PLC UpheldConsumer CreditDRN-5945593 The complaint Mrs W is complaining about how Metro Bank PLC trading as RateSetter (RateSetter) have handled a loan account taken out in her name. What happened In June 2022, RateSetter approved a fixed sum loan agreement in Mrs W’s name. The amount loaned was £12,000 and the... (4 pages)View decision -
Decision Reference DRN-5792130
12 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5792130 The complaint Mr S complains that he’s being financially disadvantaged by the lack of fund choices offered by The Prudential Assurance Company Limited (Prudential) and the level of pricing/fee charges relating to those he’s already invested in. He’s seeking more freedom of c... (5 pages)View decision -
Decision Reference DRN-5861747
12 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5861747 The complaint Mr S a sole proprietor, on behalf of ‘W’, complains about the response of The National Farmers' Union Mutual Insurance Society Limited (‘The NFU’) to his motor insurance claim. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting... (4 pages)View decision -
Decision Reference DRN-5759875
12 Nov 2025 PaySend PLC Not upheldBanking and PaymentsDRN-5759875 The complaint Miss M complains that PaySend PLC hasn’t refunded the money she lost through a job scam. What happened Miss M believed she was working for a legitimate research analyst firm and that she would receive assignments including reviewing apps. She explained that she... (2 pages)View decision -
Decision Reference DRN-5334458
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5334458 The complaint A company, which I’ll refer to as M, complains that Bank of Scotland plc failed to take scheduled repayments for a Bounce Back Loan (BBL) from the company’s bank account and has unfairly defaulted the loan and passed the debt to its recoveries department What h... (3 pages)View decision -
Decision Reference DRN-5924251
12 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5924251 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank, won’t refund money he says he lost to an investment scam. Mr S is professionally represented, however, to keep things simple, I’ll refer to Mr S throughout my decision. What happened As the parti... (3 pages)View decision -
Decision Reference DRN-5839815
12 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5839815 The complaint Ms T complains about how Wise Payments Limited dealt with a transaction. What happened Ms T says she made a payment using Wise Payments of 100 Euros which was needed urgently. She made the payment on 6 July 2025 but was then told there was an issue with it and ... (2 pages)View decision