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 381082 results
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Decision Reference DRN-5856304
2 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5856304 Complaint Mr C complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Background In January 2019, M... (5 pages)View decision -
Decision Reference DRN-5721380
2 Oct 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5721380 The complaint Mr C is unhappy Trading 212 UK Limited declined to increase his bonus interest rate on his Cash Individual Savings Accounts (“ISA”) to the level they were offering their new customers. What happened Mr C opened a Cash ISA with Trading 212 and in February 2025, ... (2 pages)View decision -
Decision Reference DRN-5822428
2 Oct 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5822428 The complaint Mr S complains Haven Insurance Company Limited (“Haven”) failed to settle his claim on his motor insurance policy fairly after his car was declared a total loss. All references to Haven include its agents. What happened Mr S took out a motor insurance policy in... (3 pages)View decision -
Decision Reference DRN-5843209
2 Oct 2025 Lloyds Bank PLC UpheldMortgagesDRN-5843209 The complaint Mrs K complains that she didn’t receive a statement following full redemption of her Lloyds Bank PLC mortgage and, when she did, she had questions about the figures which haven’t been answered. What happened Mrs K redeemed her mortgage in the middle of August 2... (2 pages)View decision -
Decision Reference DRN-5849321
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5849321 The complaint Miss S complains that National Westminster Bank Public Limited Company (NatWest) won’t refund her the money she says she lost in a scam. What happened Miss S says she was contacted by someone through social media in 2022 and they became friends. After a few mon... (3 pages)View decision -
Decision Reference DRN-5818204
2 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5818204 The complaint Mr R complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set... (6 pages)View decision -
Decision Reference DRN-5719962
2 Oct 2025 Phoenix Life Limited Not upheldInsuranceDRN-5719962 The complaint Mr L complains about the way Phoenix Life Limited (trading as SunLife) has administered his whole of life policy. He is unhappy the sum assured of the policy hadn’t increased as much as he expected considering the premiums paid and there is no surrender value. ... (3 pages)View decision -
Decision Reference DRN-5855639
2 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5855639 The complaint Mr S complains about the way Secure Trust Bank Public Limited Company trading as V12 Retail Finance (‘V12’) has dealt with his loan account. What happened A summary of the background to this complaint is as follows: • In December 2022, Mr S purchased an item fr... (2 pages)View decision -
Decision Reference DRN-5854624
2 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5854624 The complaint Mr G complains about the settlement AXA Insurance UK Plc has offered for a claim he made on his buildings insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll ... (6 pages)View decision -
Decision Reference DRN-5805640
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5805640 The complaint Mr C complains that National Westminster Bank plc (‘NatWest’) sent him multiple misleading letters about his credit card account closure. Mr C is concerned that NatWest aren’t keeping proper records and aren’t being transparent with him. Mr C is unhappy with th... (3 pages)View decision
