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 401363 results
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Decision Reference DRN-6121161
18 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6121161 The complaint After a cash withdrawal issue at an Automated Teller Machine (ATM), Miss G complains about how Nationwide Building Society (NBS) treated her which had a significant impact on her mental health, and other aspects of her life. What happened In May 2025, Miss G at... (3 pages)View decision -
Decision Reference DRN-6137437
18 Mar 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6137437 The complaint Mrs P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) lent to her irresponsibly. What happened Mrs P took two loans. At first Mrs P requested £1,000 and MoneyBoat approved £200 on 29 January 2025, repayable over six months... (3 pages)View decision -
Decision Reference DRN-6222736
18 Mar 2026 Exeter Friendly Society Limited Not upheldInsuranceDRN-6222736 The complaint Mrs P has complained that Exeter Friendly Society Limited (trading as The Exeter) declined a claim she made on a private medical insurance policy and added two exclusions. What happened Mrs P purchased the policy in November 2024 via a broker. She then registe... (3 pages)View decision -
Decision Reference DRN-6230081
18 Mar 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6230081 The complaint Mr N complains that Aviva that his pension savings would effectively be uninvested, from the date of his 75 th birthday until they were transferred into a new self-invested pension plan (“SIPP”). What happened I issued a provisional decision on this complaint l... (6 pages)View decision -
Decision Reference DRN-6077954
18 Mar 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6077954 The complaint Mr C complains that AXA PPP Healthcare Limited turned down his private medical insurance claim. What happened Mr C holds private medical insurance cover with AXA. His policy renewed on 1 September 2025. Mr C went to an urgent care centre on 12 September 2025 ... (3 pages)View decision -
Decision Reference DRN-5919376
18 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919376 The complaint Mr P is unhappy HSBC UK Bank Plc (‘HSBC’) didn’t reimburse him, in full, for the money he lost when he fell victim to an authorised push payment (‘APP’) purchase scam. What happened The background to this complaint is well known to both parties. So, I won’t re... (3 pages)View decision -
Decision Reference DRN-6214100
18 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6214100 Complaint Miss B complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her and so she shouldn’t have been lent to. Background In September 2022, Moneybarn provided Miss B w... (4 pages)View decision -
Decision Reference DRN-6226806
18 Mar 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6226806 The complaint Mr N’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). The loan in que... (8 pages)View decision -
Decision Reference DRN-6232306
18 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6232306 The complaint Mr P’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (3 pages)View decision -
Decision Reference DRN-6222679
18 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6222679 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs S fell victim to a task-based job scam... (3 pages)View decision