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 401363 results
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Decision Reference DRN-5894500
3 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5894500 The complaint Mrs L complains about inconsistent information Aviva Life & Pensions UK Limited (‘Aviva’) sent. She says this caused confusion leading her to receive a lower claim value under her critical illness policy. Mrs L is being represented by her husband, but for ... (3 pages)View decision -
Decision Reference DRN-5423051
3 Nov 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5423051 The complaint Mr and Mrs H complain AA Underwriting Insurance Company Limited unfairly declined their home insurance claim. What happened In Autumn 2023 Mr and Mrs H noticed the septic tank for their home wasn’t functioning effectively. It was overflowing. In October 2023 a... (5 pages)View decision -
Decision Reference DRN-5645602
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-5645602 The complaint Mr D complains about the service provided by National Westminster Bank Public Limited Company (‘NatWest’) in relation to his MyRewards account and stocks and shares ISA. What happened The history to this complaint is well known to the parties, so I won’t repea... (3 pages)View decision -
Decision Reference DRN-5649904
3 Nov 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5649904 The complaint Mr K and Mrs S’ complaint relates to a Help-to-Buy loan that was administered on behalf of the lender by Lenvi Servicing Limited. They’re unhappy as they feel they’ve been overcharged when redeeming their loan. What happened The Help-to-Buy (HTB) scheme was a g... (5 pages)View decision -
Decision Reference DRN-5882717
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5882717 Complaint Mr L has complained about the overdraft charges National Westminster Bank Public Limited Company (trading as “Ulster Bank”) applied to his account. Mr L is being represented, by the (“representative”), in his complaint. The representative has said the charges app... (6 pages)View decision -
Decision Reference DRN-5775201
3 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5775201 Complaint Mrs S has complained that HSBC UK Bank Plc (“HSBC”) irresponsibly provided a credit card to her. She says that this was irresponsible and resulted in ongoing difficulty. Background Mrs S was initially provided with a credit card by HSBC in August 1995. Given the a... (5 pages)View decision -
Decision Reference DRN-5891994
3 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5891994 Complaint Mr S has complained about credit cards Barclays Bank UK PLC (trading as “Barclaycard”) provided to him. He says the credit cards and the subsequent limit increases shouldn’t have been provided as they were unaffordable and caused his lending relationships to be unf... (7 pages)View decision -
Decision Reference DRN-5700438
3 Nov 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5700438 Complaint Mr P has complained about high-cost short-term credit loans he took out with My Finance Club Limited (“MFC”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background This complaint centres on the provision of five high-cos... (4 pages)View decision -
Decision Reference DRN-5888483
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5888483 Complaint Mr S has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr S is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr S’ a... (5 pages)View decision -
Decision Reference DRN-5914941
3 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5914941 Complaint Mr B has complained about a credit card Nationwide Building Society (“Nationwide”) and subsequent limit increase provided to him. He says that this credit was unaffordable for him and he had to go onto payment plans which caused ongoing difficulty. Background Nati... (4 pages)View decision