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 375868 results
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Decision Reference DRN-5677217
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677217 The complaint Mrs L complains that National Westminster Bank Plc (‘NatWest’) didn’t remove her from a joint current account, and this led to a default on her credit file which she wasn’t warned about. Mrs L is unhappy that she’s had to pay the overdraft debt on the account t... (3 pages)View decision -
Decision Reference DRN-5724614
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5724614 The complaint Mr and Mrs H’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5190195
30 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5190195 The complaint Mr U complains that Starling Bank Limited won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr U fell victim to a task-based... (3 pages)View decision -
Decision Reference DRN-5682085
30 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5682085 The complaint Mr and Mrs P complain Lloyds Bank General Insurance Limited trading as Halifax unfairly declined a claim against their home insurance policy. Mr and Mrs P are professionally represented. For ease of reading, I will refer to their actions collectively as Mr and... (3 pages)View decision -
Decision Reference DRN-5574650
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5574650 The complaint Mr M says Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says the lending wa... (4 pages)View decision -
Decision Reference DRN-5724772
30 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5724772 The complaint Mr B is unhappy that Phoenix Life Limited trading as Standard Life is unable to pay him the benefits from a personal pension as income because he lives overseas. What happened Mr B took out a personal pension with Standard Life Assurance Limited (Standard Life... (5 pages)View decision -
Decision Reference DRN-5081813
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5081813 The complaint Mr H complains that Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties and so I’ll only summarise key events here. Mr H was introduced to an investment opp... (4 pages)View decision -
Decision Reference DRN-5607294
30 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5607294 The complaint Mr O complains that AXA Insurance UK Plc (‘AXA’) cancelled his motor insurance policy due to non-disclosure of modifications. Mr O is professionally represented in this complaint - however for ease of reading, I have referred to any actions taken, or comments ... (3 pages)View decision -
Decision Reference DRN-5597461
30 Jul 2025 Aptus Wealth Limited Not upheldPensions and AnnuitiesDRN-5597461 The complaint Miss J complains that Aptus Wealth Limited (Aptus) has received commission on her Personal Pension Plan (the plan) without her knowledge or providing her with any services. She wants the commission repaid. What happened Miss J’s plan is with Royal London and w... (3 pages)View decision -
Decision Reference DRN-5677559
30 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5677559 The complaint Mr and Mrs W complain that Lloyds Bank General Insurance Limited unfairly declined a claim they made under their home insurance policy. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloy... (3 pages)View decision
