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 367300 results
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Decision Reference DRN-5501112
6 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5501112 The complaint Mr Z’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (26 pages)View decision -
Decision Reference DRN-5307651
6 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5307651 The complaint Mr T complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he doesn’t recognise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In sho... (2 pages)View decision -
Decision Reference DRN-5352242
6 May 2025 Tide Platform Limited UpheldBanking and PaymentsDRN-5352242 The complaint Mr B complains Tide Platform Limited (“Tide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr B says his ... (3 pages)View decision -
Decision Reference DRN-5536366
6 May 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5536366 The complaint Ms H is unhappy that BUPA Insurance Limited (BUPA) declined to cover her private medical insurance claim. What happened Ms H took out a private medical insurance policy with BUPA on 10 August 2023. The policy was underwritten as ‘full medical underwriting’. Thi... (3 pages)View decision -
Decision Reference DRN-5389201
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5389201 The complaint Mr C complains Lloyds Bank PLC closed his account in error. Mr C also complains about Lloyds’ poor communication with him about this error and the impact this mistake has had on his credit file. He further complains Lloyds has breached data protection legislati... (4 pages)View decision -
Decision Reference DRN-5372222
6 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5372222 The complaint Ms L’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy which UKI declined. Ms L says UKI treated her unfairly. What happened Ms L took out a pet insurance policy with UKI which started to run ... (3 pages)View decision -
Decision Reference DRN-5534487
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534487 The complaint Mrs D complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) refused to let her spend her own money without a good reason. She says this caused her trouble and upset. What happened I issued my provisional decision on this complaint inviting both p... (3 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN-5340748
6 May 2025 Bamboo Limited Not upheldConsumer CreditDRN-5340748 The complaint Mr A complains that Bamboo Limited was irresponsible to lend to him on two occasions. What happened Bamboo agreed two loans for Mr A. The first was for £5,000 agreed in February 2021. The total amount owed was £9,763.22 to be repaid over five years with month... (4 pages)View decision -
Decision Reference DRN-5469426
6 May 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5469426 The complaint A has complained that TSB Bank plc (“TSB”) didn’t credit its account for cheques that had been paid in via a Post Office. What happened On 13 May 2024, Mrs G (a director of A) paid a number of cheques in at a Post Office to be credited into A’s TSB account. The... (3 pages)View decision
