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 384131 results
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Decision Reference DRN-5972641
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5972641 The complaint Miss A complains about problems and delays when she applied for additional mortgage borrowing with National Westminster Bank PLC. What happened Miss A took out a mortgage with NatWest in 2015. In early 2025 she applied for additional borrowing to pay for work o... (5 pages)View decision -
Decision Reference DRN-5972188
24 Nov 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5972188 The complaint Mr H has complained about Bastion Insurance Company Limited. He isn’t happy with the way it dealt with a claim under his motor breakdown insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr H had a problem with hi... (3 pages)View decision -
Decision Reference DRN-5957908
24 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5957908 The complaint The estate of Ms K says Clydesdale Bank PLC, trading as “Virgin Money”, refuses to refund it for fraudulent transactions on its account. This complaint was brought by a representative of the estate, who I will refer to as “W” throughout my decision. For ease, a... (3 pages)View decision -
Decision Reference DRN-5899671
24 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5899671 The complaint Mr and Mrs H complain INTACT INSURANCE UK LIMITED trading as More Th>n (“Intact”) hasn’t handled a claim against their home insurance policy fairly. What happened In May 2023 Mr and Mrs H made a claim against their Intact home insurance policy following an ... (5 pages)View decision -
Decision Reference DRN-5887262
24 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5887262 The complaint Mr D complains that JAJA Finance Limited trading as ASDA Money (Asda Money) irresponsibly lent to him, when he was provided with a credit card. What happened Mr D says ASDA Money gave him a credit card without considering his circumstances as, at the time, he ... (5 pages)View decision -
Decision Reference DRN-5863492
24 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5863492 The complaint Mr C and Mrs G complain about the settlement Great Lakes Insurance UK Limited (Great Lakes) has paid to settle the claim they made under their contents insurance policy. This complaint has been brought by both Mr C and Mrs G, but as Mr C has been leading in thi... (3 pages)View decision -
Decision Reference DRN-5970513
24 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5970513 The complaint Miss C complains that Zilch Technology Limited (Zilch) used the wrong payment option on a purchase she made on her account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: “On 16 April ... (3 pages)View decision -
Decision Reference DRN-5972434
24 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5972434 The complaint A company I will call ‘H’ complained that Lloyds Bank PLC blocked its account without notice or any explanation and without regard for the impact on its business. Mrs C, a director of H, brings the complaint on behalf of the company. What happened Lloyds bloc... (3 pages)View decision -
Decision Reference DRN-5912756
24 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5912756 The complaint Mr W complains that American Express Services Europe Limited (AESEL) recorded a missed payment marker on his credit file. What happened Mr W holds a credit card account with AESEL. For several years Mr W has made payments to his credit card from his business ac... (3 pages)View decision -
Decision Reference DRN-5047042
24 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5047042 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘Novuna’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as ... (10 pages)View decision
