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-6000211
16 Mar 2026 Next Retail Limited Not upheldConsumer CreditDRN-6000211 The complaint Ms M complains that Next Retail Limited provided her with an unaffordable catalogue shopping account. What happened Next provided Ms M with a catalogue shopping account in 1998. The information in this case is limited due to the time that the events span; howev... (5 pages)View decision -
Decision Reference DRN-5995459
16 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5995459 The complaint Mrs H complains that Barclays Bank UK Plc trading as Barclaycard lent irresponsibly when it approved her credit card application. What happened Mrs H applied for a Barclaycard credit card in November 2022. In her application, Mrs H said she was employed full t... (4 pages)View decision -
Decision Reference DRN-6088029
16 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6088029 The complaint Mr C complains that Nationwide Building Society declined to refund an unauthorised transaction on his account. He says there has been a compromise of his data and is unhappy with the complaint handling process. What happened Mr C has a solo account with Nationw... (3 pages)View decision -
Decision Reference DRN-5706275
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5706275 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) be... (16 pages)View decision -
Decision Reference DRN-5982995
16 Mar 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5982995 The complaint Mrs D complains about the way AXA Insurance UK Plc (‘AXA’) handled a subsidence claim she made on her home insurance policy. What happened Mrs D held a home insurance policy underwritten by AXA. She raised a claim for subsidence in 2022 which ultimately found ... (3 pages)View decision -
Decision Reference DRN-5910268
16 Mar 2026 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5910268 The complaint North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) provided Mr E with a loan in August 2023. The loan was for £15,000, with Mr E committing to make a first repayment of £462.84, followed by 46 monthly repayments of £442.27 an... (3 pages)View decision -
Decision Reference DRN-6175623
16 Mar 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-6175623 The complaint Mr and Mrs H complain about the way The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) calculated the rebuild cost value of their property. Mr H has acted as the main representative during the claim and complaint process. So, for ease of... (2 pages)View decision -
Decision Reference DRN-6227226
16 Mar 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6227226 The complaint Mrs T complains that St. James's Place Wealth Management Plc (SJPWM) gave her unsuitable advice to transfer an existing pension to a SJP Retirement Account, and then failed to provide the ongoing financial advice that it agreed to. What happened In early 2... (6 pages)View decision -
Decision Reference DRN-6018564
16 Mar 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6018564 The complaint Mr S complains because Royal London Mutual Insurance Society, Limited (THE) (‘Royal London’) hasn’t paid a claim under his income protection insurance policy. What happened Mr S is insured under an income protection insurance policy provided by Royal London. Mr... (3 pages)View decision -
Decision Reference DRN-6200399
16 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6200399 The complaint Mr D complains about the actions of Revolut Ltd when he lost money to a scam. A legal representative has brought the complaint on Mr D’s behalf but, for ease, I’ll only refer to Mr D below. What happened The detailed background to this complaint is well known... (3 pages)View decision