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-5738690
6 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5738690 The complaint Mr and Mrs M complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (20 pages)View decision -
Decision Reference DRN-5721130
6 Aug 2025 Lifestyle Loans Ltd Not upheldConsumer CreditDRN-5721130 The complaint Mr L complains that Lifestyle Loans Ltd was irresponsible in its lending to him. He wants all interest he has paid on his loans refunded and a gesture of goodwill for the financial stress he has been caused. What happened Mr L was provided with two loans by Lif... (4 pages)View decision -
Decision Reference DRN-5204243
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5204243 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he says he lost as the result of multiple scams. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P througho... (2 pages)View decision -
Decision Reference DRN-5738279
6 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5738279 The complaint Mr H complains about the delay in receiving a credit into his Nationwide Building Society (‘Nationwide’) credit card account. He also complains that Nationwide caused distress to his family by calling a landline number when they were grieving. What happened The... (2 pages)View decision -
Decision Reference DRN-5607774
6 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5607774 The complaint Ms P complains about how Zurich Insurance PLC (‘Zurich’) handled a claim she made under her home insurance policy. Ms P is represented by her husband in this complaint, who has handled much of the background claim process. However, for ease of reading, I will ... (12 pages)View decision -
Decision Reference DRN-5429046
6 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5429046 The complaint Mrs T has complained that Aviva Life & Pensions UK Limited (“Aviva”) mis-sold her a Free Standing Additional Voluntary Contribution (“FSAVC”) plan in 1992. She believes she should have been advised to buy added years in the NHS Pension Scheme instead. A Cl... (5 pages)View decision -
Decision Reference DRN-5700958
6 Aug 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5700958 The complaint Mr S is unhappy that Fortegra Europe Insurance Company Ltd (“Fortegra”) wouldn’t reassess his furniture replacement claim based on a sale price. Mr S claimed under a home warranty, underwritten by Fortegra, for his dining furniture. What happened The background... (3 pages)View decision -
Decision Reference DRN-5690039
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5690039 The complaint Mr P complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-5737091
6 Aug 2025 American International Group UK Limited Not upheldInsuranceDRN-5737091 The complaint Mr H complains that American International Group UK Limited (AIG) has turned down a medical expenses claim he made on a travel insurance policy. Mr H is represented by his son, who I’ll call Mr H1. What happened The background to this complaint is well-known to... (9 pages)View decision -
Decision Reference DRN-5736095
6 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5736095 The complaint Mrs B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AESEL’), trading as American Express, didn’t clearly communicate changes to the threshold for companion voucher eligibility. What happened The detailed background to this complaint is well known to... (3 pages)View decision