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 384134 results
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Decision Reference DRN-5796313
1 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5796313 The complaint Miss H complains that Vanquis Bank Limited (Vanquis) irresponsibly entered into a credit card agreement with her and increased her credit limit on several occasions, which she could not afford to repay. What happened In January 2019 Miss H applied for a credit... (4 pages)View decision -
Decision Reference DRN-5984449
1 Dec 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5984449 The complaint Mrs D complains about how Frasers Group Financial Services Limited trading as Frasers Plus (‘FP’) handled her request for a refund. What happened Mrs D has a running catalogue credit account with FP. On 20 December 2024, Mrs D contacted FP about a refund due fr... (3 pages)View decision -
Decision Reference DRN-5952061
1 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5952061 The complaint Mr and Mrs R complain about how AWP P&C S.A. (‘AWP’) handled an emergency medical assistance and repatriation claim under their travel insurance policy. All references to AWP include the various agents appointed to handle claims and complaints on its behalf... (4 pages)View decision -
Decision Reference DRN-5984856
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5984856 The complaint Miss P complains HSBC UK Bank Plc has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Miss P discovered HSBC had registered two Cifas markers in May 2025, after having trouble opening accounts elsew... (3 pages)View decision -
Decision Reference DRN-5847981
1 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5847981 The complaint Mr K complains TSB Bank plc recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr K held an account with TSB. In June 2025, he received a payment from a third-party, through a bank t... (3 pages)View decision -
Decision Reference DRN-5915147
1 Dec 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5915147 The complaint Mrs L, Ms S and Ms W as trustees of the Mr M Trust complain that Aviva Protection UK Limited partially settled a claim made on a life insurance policy. What happened The trustees of the Mr M Trust claimed on the late Mr M’s life insurance policy when he sadly d... (4 pages)View decision -
Decision Reference DRN-5884989
1 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5884989 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded funds she says she lost to an investment scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the detail... (3 pages)View decision -
Decision Reference DRN-5979360
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5979360 The complaint Mr S says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), irresponsibly lent to him. He said he already had significant lending when it approved a new loan. He was unable to adequately repay all this lending due to the further NatWest borrowing. H... (4 pages)View decision -
Decision Reference DRN-5894319
1 Dec 2025 Nationwide Building Society Not upheldMortgagesDRN-5894319 The complaint Mr M complains that Nationwide Building Society has treated him unfairly in claiming that the arrears on his mortgage are higher than they in fact are and in not accepting his payment proposal. What happened Mr M has an interest-only mortgage with Nationwide w... (4 pages)View decision -
Decision Reference DRN-5860009
1 Dec 2025 EE Limited UpheldConsumer CreditDRN-5860009 The complaint Mr B complained about the condition of a phone that was supplied under a fixed sum loan agreement by EE Limited. What happened The events of this complaint are well known to both parties, so I’ll only briefly summarise them here. Mr B entered into a fixed sum ... (4 pages)View decision
