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 375868 results
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Decision Reference DRN-5506748
26 Aug 2025 GROVE & DEAN LIMITED Not upheldInsuranceDRN-5506748 The complaint Mr P has complained that Grove & Dean Ltd (G&D) wrongly renewed his motor home insurance policy without his permission. When Mr P tried to cancel this some months later with G&D, Mr P said it unfairly applied a cancellation fee and asked Mr P to pay... (3 pages)View decision -
Decision Reference DRN-5750985
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750985 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t provide him a level of forbearance he feels they should have provided in consideration of his mental health and his poor financial position. What happened Mr G has a credit account with ... (3 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision -
Decision Reference DRN-5777176
26 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5777176 The complaint Mr M is unhappy that TSB Bank plc have reapplied the wrong date to a default. What happened Mr M previously raised a complaint with this service, the resolution of which was the TSB would change the date of default of his account from July 2019 to November 2018... (3 pages)View decision -
Decision Reference DRN-5629113
26 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5629113 The complaint Mr B says after his car was damaged in an accident Admiral Insurance (Gibraltar) Limited didn’t deal with his claim until five months later, causing him confusion and distress. What happened Mr B’s car was involved in a non-fault accident in September 2024. He... (3 pages)View decision -
Decision Reference DRN-5689839
26 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5689839 The complaint Mr P complained that Phoenix Life Limited trading as Standard Life (Standard Life) caused a delay in adding a lump sum contribution to his pension. This meant that the contribution was added after the end of the tax year, resulting in him losing income tax reli... (5 pages)View decision -
Decision Reference DRN-5217390
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5217390 The complaint S complains that Barclays Bank UK PLC closed its business account in error and that the compensation it offered for that error is insufficient. What happened S is a partnership and family business. I’ll refer to the partners as Mr and Mrs P. S has banked with B... (2 pages)View decision -
Decision Reference DRN-5465335
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465335 The complaint Mr Z complains that Starling Bank Limited unfairly closed his accounts. What happened In July last year, Starling wrote to Mr Z advising it had decided to close his accounts. Mr Z complained as he’s unhappy the bank decided to do so without an explanation. Mr Z... (2 pages)View decision -
Decision Reference DRN-5755967
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5755967 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t reimburse the money that was lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr S says he came across a company (I’ll call ‘K’) when... (5 pages)View decision -
Decision Reference DRN-5714781
26 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5714781 The complaint Mrs G’s complained – in her capacity as joint policyholder and on behalf of her late husband’s estate – that Aviva Life & Pensions UK Limited declined Mr G’s claim and cancelled the policy because they said he’d made a misrepresentation when he bought it. M... (3 pages)View decision
