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-5830176
8 Oct 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5830176 The complaint Miss C believes PayPal UK Ltd (PayPal) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss C applied for a credit card with PayPal. This application was approved with a credit limit of £2,500. The credit limit wa... (5 pages)View decision -
Decision Reference DRN-5849241
8 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5849241 The complaint Mr J’s complained that Aviva Life & Pensions UK Limited unfairly declined the claim he made after he’d suffered a heart attack and cancelled his policy. What happened In 2021, with the help of a broker, Mr J applied to Aviva for a life and critical illness ... (3 pages)View decision -
Decision Reference DRN-5833026
8 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5833026 The complaint Mr S complains that American Express Services Europe Limited (Amex) unfairly discriminated against him when it increased the interest rate on his account. What happened Mr S has an Amex credit card. In May 2025, he received a letter from Amex which explained th... (2 pages)View decision -
Decision Reference DRN-5415706
8 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5415706 The complaint K complains that The Royal Bank of Scotland Plc (“RBS”) won’t refund the full amount of money it says it lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based ... (2 pages)View decision -
Decision Reference DRN-5715787
8 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5715787 The complaint Mr and Mrs K are unhappy their claim for damage caused by escape of water was unfairly declined by AXA Insurance UK Plc (“AXA”) under their home insurance policy. What happened Mr and Mrs K made a claim when part of their plastered ceiling unexpectedly fell, da... (2 pages)View decision -
Decision Reference DRN-5870018
8 Oct 2025 Pennine Community Credit Union Limited Not upheldConsumer CreditDRN-5870018 The complaint Miss D is complaining that Pennine Community Credit Union Limited (PCCU) lent to her irresponsibly by providing her with a series of personal loans. Miss D’s complaint has been handled by a representative, but for ease, I’ve written as if we’ve dealt directly w... (5 pages)View decision -
Decision Reference DRN-5396297
8 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5396297 The complaint Miss A complains that Barclays Bank UK Plc are holding her liable for a loan application and payments made on her account that she says weren’t her, because they took place following the theft of her phone. What happened The detailed background to this complai... (2 pages)View decision -
Decision Reference DRN-5869728
8 Oct 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5869728 The complaint Mr A has complained that Hastings Insurance Services Limited trading as Hastings Direct (HISL) provided misleading information which affected his decision to buy a car insurance policy with it. What happened Mr A bought a car insurance policy through the broker... (3 pages)View decision -
Decision Reference DRN-5570717
8 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5570717 The complaint Mrs F is unhappy that Nationwide Building Society won’t refund payments she made because of an investment scam. What happened In summary, in January 2025, Mrs F made 2 payments for £200 and £350 to a company that offered to make investments on her behalf. She ... (3 pages)View decision -
Decision Reference DRN-5808703
8 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5808703 The complaint Mr H and Mrs H complain that Lloyds Bank PLC abused Mr H both verbally and physically when he visited its branch on 22 April 2025 causing him acute embarrassment and ongoing trauma. Mr H and Mrs H don’t feel the compensation offered by Lloyds is sufficient and ... (3 pages)View decision