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 384133 results
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Decision Reference DRN-5990281
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5990281 The complaint Mr W complains about the support National Westminster Bank Public Limited Company gave him as a vulnerable customer. What happened Mr W held a NatWest credit card account which had an outstanding balance of over £9,000. Mr W hadn’t made any repayments to the ac... (4 pages)View decision -
Decision Reference DRN-5862921
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5862921 The complaint Mr C complains about how U K Insurance Limited trading as Darwin (UKI) handled a claim made on his motor insurance policy. What happened Mr C was involved in a non-fault accident in May 2024 and reported a claim under his motor insurance policy with UKI. Mr C ... (3 pages)View decision -
Decision Reference DRN-5707307
2 Dec 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5707307 The complaint A company, which I’ll refer to as E, complains that ClearBank Limited (‘ClearBank’) won’t reimburse the funds it lost in a scam. Mr C, who is a director of E, brings the complaint on E’s behalf. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5988578
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5988578 The complaint Mr R complains Mitsubishi HC Capital PLC UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Additionally,... (11 pages)View decision -
Decision Reference DRN-5429770
2 Dec 2025 HPB Management Ltd Not upheldInvestmentsDRN-5429770 The complaint Mr and Mrs W complain that HPB Management Ltd (“HPB”) have failed to administer their Holiday Property Bond fairly. What happened Mr and Mrs W invested £7,500 in a Holiday Property Bond (“the bond”) in November 1999. The bond was described as a single premium l... (5 pages)View decision -
Decision Reference DRN-5990286
2 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5990286 The complaint Miss A is unhappy that her insurer, Admiral Insurance (Gibraltar) Limited (“Admiral”) hasn’t met its liability under the policy, following a flood claim. She’s also unhappy with the general management and progression of the claim. What happened Miss A’s flood c... (7 pages)View decision -
Decision Reference DRN-5938339
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5938339 The complaint Mrs B complains that Barclays Bank UK PLC has been unable to locate funds which she held in a savings account or to show to her satisfaction what happened to them. What happened In 1997 Mrs B opened a Tax Exempt Special Savings Account (or TESSA). In 1999 TESSA... (2 pages)View decision -
Decision Reference DRN-5891087
2 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5891087 The complaint Ms R complains about the charges STARTLINE MOTOR FINANCE LIMITED (Startline) asked her to pay and their inadequate response to her complaint about them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide... (2 pages)View decision -
Decision Reference DRN-5900358
2 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5900358 The complaint Mr and Mrs K complain about their mortgage with Bank of Scotland plc (BoS). In particular, they’re unhappy with the support it has provided when they experienced financial difficulties, and with the interest rate it has charged them. What happened Mr and Mrs K ... (3 pages)View decision -
Decision Reference DRN-5986682
2 Dec 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5986682 The complaint Miss G complains that Amplifi Capital (U.K.) Limited trading as Reevo Money was irresponsible in lending to her and didn’t support her through financial difficulty. What happened In March 2024, Miss G entered into a loan agreement with Reevo Money. The loan ... (5 pages)View decision
