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-6172348
16 Mar 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6172348 The complaint Mr A complains that Zopa Bank Limited irresponsibly lent to him. Mr A is represented by his son in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr A himself. What happened Mr A was appr... (3 pages)View decision -
Decision Reference DRN-6221994
16 Mar 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6221994 The complaint Mr A complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to cancel his policy after they were unable to take payment for his policy premium. Mr A also complains about the correspondence sent to him around this time, which he f... (5 pages)View decision -
Decision Reference DRN-5884082
16 Mar 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5884082 The complaint Mr A complains about The Prudential Assurance Company Limited (“Prudential”). He’s unhappy Prudential won’t allow him to remove his wife as a beneficiary under his annuity policy. What happened Mr A’s annuity policy was set up in 2004 on a joint-life basis. Hi... (4 pages)View decision -
Decision Reference DRN-6124167
16 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6124167 The complaint Mr A complains that Metro Bank Plc (as the recipient bank) didn’t do enough to prevent him from losing money to what he says was a scam. Mr A has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr A where I als... (2 pages)View decision -
Decision Reference DRN-6225268
16 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6225268 The complaint Miss 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 her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-6225251
16 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6225251 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) lent to him irresponsibly. What happened Mr T opened a credit card account with NewDay in May 2020 with a credit limit of £450. The credit limit was increased to £1200 in September 2020 and to £2,200 in M... (4 pages)View decision -
Decision Reference DRN-5832441
16 Mar 2026 Wealthify Limited Not upheldBanking and PaymentsDRN-5832441 The complaint Mr W complains Wealthify Limited unfairly blocked and closed his account causing significant distress. Mr W is also unhappy that he had a CIFAS marker registered against him What happened The details of this complaint are well known to both parties, so I won’t ... (2 pages)View decision -
Decision Reference DRN-6110900
16 Mar 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6110900 The complaint Mr and Mrs R have complained about Amtrust Specialty Limited’s handling of a claim they made under the structural defects warranty covering their property. Reference to Mr and Mrs R and Amtrust also includes their respective agents/ representatives. What happ... (6 pages)View decision -
Decision Reference DRN-6110799
16 Mar 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6110799 The complaint Mrs S has complained about Amtrust Specialty Limited’s handling of a claim she made under the structural defects warranty covering her property. Reference to Mrs S and Amtrust also includes their respective agents/ representatives. What happened The subject o... (6 pages)View decision -
Decision Reference DRN-6225224
16 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6225224 The complaint Mr C complains about the way Nationwide Building Society (‘NB’) handled his claim for a refund. What happened The background to this complaint is well known by both parties so I’ve focused my decision on my findings which I’ve set out below. In brief, Mr C retu... (3 pages)View decision