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-6196750
14 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6196750 THE COMPLAINT Mr D’s complaint is about Barclays Bank UK PLC (trading as Tesco Bank). WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will provide an overview. Mr D was ser... (3 pages)View decision -
Decision Reference DRN-6113849
14 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6113849 The complaint Mr B complains about how Metro Bank PLC dealt with a direct debit problem. What happened Mr B signed up to an energy provider I will call “O” in October 2025. He then decided to use a different energy provider but on 3 November 2025 O took a direct debit paymen... (3 pages)View decision -
Decision Reference DRN-6177541
13 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6177541 The complaint Mr C has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has unfairly handled a Direct Debit Indemnity claim. Mr C is also unhappy with how NatWest communicated with him. What happened Mr C asked NatWest to raise a Direct Debit Inde... (3 pages)View decision -
Decision Reference DRN-6220676
13 Mar 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6220676 The complaint Mr S is unhappy with Aviva Life & Pensions UK Limited’s decision to cancel his policy and return the premiums he’d paid. What happened The background to this complaint is set out in my provisional decision. In summary, Mr S had an income protection policy w... (3 pages)View decision -
Decision Reference DRN-5976134
13 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5976134 The complaint Ms M complains that Nationwide charged her interest when her balance was zero What happened Ms M holds a credit card with Nationwide. When Ms M received her June 2025 statement it showed a balance of £1752.94. Ms M paid the balance in full, but when she receive... (3 pages)View decision -
Decision Reference DRN-6115369
13 Mar 2026 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-6115369 The complaint Mr T complains that Phoenix Life Limited (Phoenix) have provided incorrect information about the value of his with profits pension. He also states that they have used confusing terminology to describe guarantees associated with the fund he invested in. Mr T al... (11 pages)View decision -
Decision Reference DRN-6210790
13 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6210790 The complaint Mr R complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-5325510
13 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5325510 The complaint Ms M’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) decidi... (13 pages)View decision -
Decision Reference DRN-6115516
13 Mar 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6115516 The complaint Miss M complains about the quality of a vehicle that was supplied through a motor finance agreement with MotoNovo Finance Limited (MFL). What happened In January 2024, Miss M acquired a used car through a hire purchase agreement with MFL. The car was about four... (4 pages)View decision -
Decision Reference DRN-6128484
13 Mar 2026 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-6128484 The complaint Mr C complains that Legal and General Assurance Society Limited combined his two separate ReAssure pension policies to provide an annuity. Mr C says that asking to take benefits from both policies, is not the same as combining both. What happened The investigat... (3 pages)View decision