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 386169 results
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Decision Reference DRN-5359724
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5359724 The complaint Mr G has complained that Nationwide Building Society “Nationwide” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr G bought a solar panel system (the system) for his home which was installed in March 2023. Mr G p... (3 pages)View decision -
Decision Reference DRN-5424615
3 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5424615 The complaint Mr B is unhappy that The Co-operative Bank Plc (“Co-op”) refused his account application, which he believes is due to the lack of gambling blocks they provide. What happened I issued a second provisional decision on this complaint, inviting both parties to let... (3 pages)View decision -
Decision Reference DRN-5426378
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5426378 The complaint Mr and Mrs C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C brings their complaint with the assistance of professional repres... (5 pages)View decision -
Decision Reference DRN-5351214
3 Apr 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5351214 The complaint Ms Z complains that Oakbrook Finance Limited trading as Finio loans lent to her irresponsibly. What happened In February 2024, Finio gave Ms Z a loan of £3,500 repayable over 36 months with an interest rate of 44.8%. The monthly payment was £163.18. Ms Z compla... (3 pages)View decision -
Decision Reference DRN-5389261
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5389261 The complaint Mrs K has complained about the way U K Insurance Limited trading as Darwin (UKI) dealt with her claim under her motor policy following an accident. What happened Mrs K was involved in an accident on 4 December 2023. She said the other driver turned into her la... (3 pages)View decision -
Decision Reference DRN-5386234
3 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5386234 The complaint Mrs F complains that MBNA Limited have irresponsibly lent to her. What happened Mrs F was approved for an MBNA credit card in December 2018 with a £3,300 credit limit. In May 2022 she was approved for a £25,000 MBNA personal loan. She says MBNA irresponsibly le... (3 pages)View decision -
Decision Reference DRN-5413168
3 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413168 The complaint The estate of Mrs B complains about British Gas Insurance Limited (“BGI”) and the service provided after they made a claim on the HomeCare insurance policy they held. The estate of Mrs B has been Mrs M, it’s executor. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN-5426391
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5426391 The complaint Mr and Mrs C complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C bring their complaint with the assistance of professiona... (5 pages)View decision -
Decision Reference DRN-5434191
3 Apr 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5434191 The complaint Mr and Mrs S complain that they were mis-sold a household insurance policy by Avantia Insurance Limited. What happened Mr and Mrs S arranged their household insurance policy through Avantia in 2021 and it renewed in 2022 and 2023. The policy included legal expe... (4 pages)View decision -
Decision Reference DRN-5319890
3 Apr 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5319890 The complaint Ms W is unhappy that MetLife Europe d.a.c. have declined a claim she made on a group income protection policy. What happened Ms W is the beneficiary of her employer’s group income protection scheme. In January 2023 she became absent from work due to symptoms li... (3 pages)View decision
