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 370904 results
-
Decision Reference DRN-5490646
12 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5490646 The complaint Ms W complains about AXA Insurance UK Plc’s decision to decline a claim under a home insurance policy. Ms W has largely been represented by a friend in this complaint, but for ease of reference, I shall refer to anything they said on Ms W’s behalf to have been ... (4 pages)View decision -
Decision Reference DRN-4994103
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994103 The complaint Ms S complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms S has explained that from November 2022 to M... (7 pages)View decision -
Decision Reference DRN-5438924
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5438924 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limits. What happened Mr M has two credit cards with Barclaycard. On 24 April 2024, the limit on one was reduced from £10,900 to £100. Then on 9 May 2024, the limit... (1 page)View decision -
Decision Reference DRN-5427283
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5427283 The complaint Mr L has complained about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his request for a balance transfer. What happened Mr L contacted NatWest twice, to ask if he could make a balance transfer from his credit card, to his sister’s cre... (1 page)View decision -
Decision Reference DRN-5354728
12 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5354728 The complaint Mrs P complains about issues she’s encountered with correspondence from Nationwide Building Society (Nationwide) since registering her Power of Attorney document. What happened Mrs P was a customer of Nationwide. Mrs P named Mrs S her attorney within her Powe... (4 pages)View decision -
Decision Reference DRN-5400230
12 May 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5400230 The complaint Mr A has complained that Zopa Bank Limited didn’t help him when his account fell into arrears while he was unwell. What happened Mr A had a Zopa credit card, and fell into arrears in August 2024. He contacted Zopa on 1 November 2024, to explain he was in hospit... (1 page)View decision -
Decision Reference DRN-5524535
12 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5524535 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo) was of an unsatisfactory quality. What happened In May 2024 Mr H was supplied with a used car through a hire purchase agreement with MotoNovo. He... (3 pages)View decision -
Decision Reference DRN-5426766
12 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5426766 The complaint Mr B and Mrs B complain about Great Lakes Insurance UK Limited (“Great Lakes”). They want Great Lakes to increase their settlement offer and pay them compensation. What happened Mr B and Mrs B insured their home contents with Great Lakes. In late 2023, whilst o... (3 pages)View decision -
Decision Reference DRN-5395771
12 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5395771 The complaint Miss S is complaining about the way Covea Insurance plc handled a claim she made on her buildings insurance policy. What happened In February 2023 Miss S contacted Covea to claim for damage to a ceiling that had collapsed. Covea asked her to provide a report fo... (4 pages)View decision -
Decision Reference DRN-5366935
12 May 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5366935 The complaint Miss M has complained about the actions of Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of her car finance agreement. At times, Miss M has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her ... (2 pages)View decision
