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 375121 results
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Decision Reference DRN-5636305
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5636305 The complaint Mr B complains that he couldn’t pay his Nationwide Building Society credit card account using the app. What happened Mr B says that he was unable to pay his credit card using the app – this was an issue with Nationwide’s systems that affected some of its custo... (3 pages)View decision -
Decision Reference DRN-5178239
3 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178239 The complaint Mr D complains about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life (RWOL) policy he holds with them. He’s unhappy with the outcome of a policy review in 2020 and thinks they should have made him aware earlier about the le... (3 pages)View decision -
Decision Reference DRN-5586244
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586244 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened Miss A engaged the services of a wedding planning company, that I’ll refer to as L. These are the payments that Miss A made. ... (4 pages)View decision -
Decision Reference DRN-5238821
3 Sep 2025 AEGON INVESTMENT SOLUTIONS LTD. Not upheldInvestmentsDRN-5238821 The complaint Ms W complains that AEGON INVESTMENT SOLUTIONS LTD (Aegon) provided an incorrect tax voucher, which she relied on for her tax return. She also complains about the level of customer service provided by Aegon in investigating and resolving this error. What happen... (4 pages)View decision -
Decision Reference DRN-5678932
3 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5678932 The complaint Miss C complains that Bamboo Limited trading as Bamboo Loans was irresponsible in its lending to her. She wants all interest and charges paid on her first loan refunded and all interest and charges removed from her second loan and an affordable repayment plan s... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs... (4 pages)View decision -
Decision Reference DRN-5565319
3 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5565319 The complaint Mr J complains about the issues he experienced in changing his Direct Debit (DD) date and about the support he received from Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) when he was in financial hardship. When I refer to what Mr J and/or Moneybarn ... (6 pages)View decision -
Decision Reference DRN-5625300
3 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5625300 The complaint Mr B complains that Sainsbury's Bank Plc won’t write off the balance of a loan account he took out with it. Mr B is being represented in bringing his complaint by members of his family, however for ease of reading, I’ll refer to any submissions made by th... (3 pages)View decision -
Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision -
Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision
