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-6072088
16 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6072088 The complaint Mr B complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a legal expenses insurance policy. While Aviva is the underwriter of Mr B’s policy, claims made on it are handled by a representative acting on its behalf. Where I refer to... (4 pages)View decision -
Decision Reference DRN-6053441
16 Mar 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6053441 The complaint Mr G complains about a car supplied to him using a personal contract purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr G referred a complaint to us along with his representative. As the complainant is Mr G, for ease, I have... (5 pages)View decision -
Decision Reference DRN-6162305
16 Mar 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6162305 The complaint Mr C is unhappy with Metro Bank Ltd. Mr C says he is unhappy with Metro Bank’s repeated failure to provide him, as a vulnerable customer, with appropriate support. What happened Mr C said Metro Bank has failed to record critical information he has provided to... (3 pages)View decision -
Decision Reference DRN-6214236
16 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6214236 The complaint Ms L complains Nationwide Building Society didn’t protect her as it should have when she fell victim to a romance scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms L alleges s... (3 pages)View decision -
Decision Reference DRN-6228352
16 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6228352 The complaint Mr and Mrs R’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)... (12 pages)View decision -
Decision Reference DRN-6228129
16 Mar 2026 Santander UK Plc UpheldConsumer CreditDRN-6228129 The complaint Mr A complains that Santander UK Plc (Santander) irresponsibly gave him two loans which he could not afford to repay. Mr A is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr A ... (4 pages)View decision -
Decision Reference DRN-6218842
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6218842 The complaint National Westminster Bank Public Limited Company (“NatWest”) provided Mrs B with the following credit cards: Details Date opened Credit limit Account ending 5724 November 2022 £5,850Account ending 3501 April 2023 £6,250 Mrs B says the credit was provided irre... (2 pages)View decision -
Decision Reference DRN-6228346
16 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6228346 The complaint Mrs O says that Clydesdale Financial Services Limited, trading as Barclays Partner Finance – (the Lender), unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And she says her creditor- debtor relationship with the Lender was u... (8 pages)View decision -
Decision Reference DRN-5857134
16 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5857134 The complaint Mr C complains that Nationwide Building Society (“Nationwide”) won’t refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in summary... (3 pages)View decision -
Decision Reference DRN-5898310
16 Mar 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5898310 The complaint Mr H complains about the repair costs incurred by Intact Insurance UK Limited (“Intact”) when handling his claim under his home insurance policy. He also complains about the impact this has had on his premium. What happened Mr H made a claim under his policy, ... (3 pages)View decision