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-6040250
16 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040250 The complaint and background Ms H and Miss W, via a representative, complain that HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect them when they fell victim to an investment scam, resulting in payments of over £200,000 being made from this account between December 2023... (4 pages)View decision -
Decision Reference DRN-6068834
16 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6068834 The complaint Mr and Mrs N complain about the response of Aviva Insurance Limited (‘Aviva’) to their home insurance claim. Aviva are the underwriters (insurer) of this policy. Any reference to them in this decision can be interpreted as covering the actions of any agents the... (3 pages)View decision -
Decision Reference DRN-6180770
16 Mar 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6180770 The complaint Oodle Financial Services Limited, trading as Oodle (‘Oodle’) provided Mr B with finance by way of a hire purchase agreement in April 2021, so that he could purchase a used car. Mr B, who is represented by a third party, says the finance was provided irresponsib... (3 pages)View decision -
Decision Reference DRN-6171647
16 Mar 2026 KL Law Ltd Not upheldClaims ManagementDRN-6171647 The complaint Miss W complains about the service she received from KL Law Ltd after she instructed it to assist her with an employment tribunal claim. What happened In mid-2025, Miss W instructed KL Law Ltd to assist her with an employment matter. She paid KL Law a fixed fee... (3 pages)View decision -
Decision Reference DRN-5991869
16 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5991869 The complaint Mrs A complains that Zopa Bank Limited was irresponsible in its lending to her on two occasions and that she was not adequately assessed for the credit. What happened Mrs A applied for credit with Zopa and had loans approved as follows: Agreement Number Date A... (3 pages)View decision -
Decision Reference DRN-6223811
16 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6223811 The complaint Mr T complains about the way Barclays Bank UK PLC (Barclays) handled an incoming Euro payment. He doesn’t think Barclays followed the right process which resulted in the funds crediting the incorrect account. What happened I issued a provisional decision on thi... (4 pages)View decision -
Decision Reference DRN-6215800
16 Mar 2026 Leeds Building Society Not upheldMortgagesDRN-6215800 The complaint Mr E has complained that Leeds Building Society allowed his estranged wife (who I will refer to as Ms X) to take a new preferential interest rate product on their jointly held mortgage against his wishes. What happened Mr E and Ms X have held a mortgage with Le... (3 pages)View decision -
Decision Reference DRN-6086165
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6086165 The complaint Mr and Mrs M complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs M hold a joint account with NatWest from which the payments they have... (3 pages)View decision -
Decision Reference DRN-5892657
16 Mar 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5892657 The complaint Mr D and Mrs D have complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly dealt with a claim under their home insurance policy. References to NFU include companies acting on its behalf. What happened Mr D and Mrs D m... (3 pages)View decision -
Decision Reference DRN-5936504
16 Mar 2026 LONDON & COUNTRY MORTGAGES LIMITED UpheldMortgagesDRN-5936504 The complaint Ms B complains that LONDON & COUNTRY MORTGAGES LIMITED didn’t deal with a mortgage application properly, resulting in her ending up with a higher interest rate than she could have taken. What happened In May 2025 Ms B asked L&C to advise on and arrange ... (3 pages)View decision