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 386796 results
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Decision Reference DRN-5924233
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5924233 The complaint Mrs H complains that National Westminster Bank PLC (NW) failed to make her aware that she had missed a loan payment and applied a default to her account. What happened In November 2022 Mrs H took out a loan with NW for £10,000. The loan account ends with 894. M... (2 pages)View decision -
Decision Reference DRN-5975659
25 Nov 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5975659 The complaint Mr B is complaining about North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB). He says they treated him unfairly when he struggled to make repayments against his loan from them. What happened In April 2024, CCB lent Mr B £12,8... (4 pages)View decision -
Decision Reference DRN-5661862
25 Nov 2025 EE Limited UpheldConsumer CreditDRN-5661862 The complaint Mr I complains about the repayment of a fixed sum loan agreement he has with EE Limited (EE) for a mobile telephone device which he says he did not receive. What happened On 24 January 2025, Mr I purchased a mobile telephone device from EE. Finance was arranged... (3 pages)View decision -
Decision Reference DRN-5697790
25 Nov 2025 Quilter Financial Limited UpheldPensions and AnnuitiesDRN-5697790 The complaint Mrs H has complained about the advice she received from Quilter Financial Limited (‘Quilter’) to transfer a defined-benefit (‘DB’) occupational pension to a self-invested personal pension (‘SIPP’). Mrs H has also complained that she didn’t receive the annual re... (7 pages)View decision -
Decision Reference DRN-5852424
25 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5852424 The complaint Miss G complains that Zopa Bank Limited (‘Zopa’) didn’t reinstate her payment plan on her personal loan despite saying this was possible. Miss G is unhappy that Zopa reported a default to her credit file when her account should have been on hold. Miss G seeks r... (3 pages)View decision -
Decision Reference DRN-5796557
25 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5796557 The complaint Miss K and Mr W complain U K Insurance Limited unfairly declined a claim they made on their home insurance policy following a fire in a garage. Mr W has been the main correspondent for the claim and complaint. As such, for ease I’ve mostly only referred to him ... (3 pages)View decision -
Decision Reference DRN-5760139
25 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5760139 The complaint Miss G has complained about the way her motor insurer, esure Insurance Limited (‘esure’) dealt with a claim she made on her policy. What happened In April 2025 Miss G was involved in an accident that wasn’t her fault and made a claim on her policy with esure. ... (4 pages)View decision -
Decision Reference DRN-5688746
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5688746 The complaint Mr F complains that Bank of Scotland plc trading as Halifax (‘Halifax’) returned funds he received to the sender and closed his account. What happened On 26 October 2024 Halifax contacted Mr F and said that it believed his account had been used to receive fraud... (2 pages)View decision -
Decision Reference DRN-5964826
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5964826 The complaint Miss D complains that NATIONAL WESTMINSTER BANK PULIC LIMITED COMPANY (NatWest) won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t repeated them in de... (4 pages)View decision -
Decision Reference DRN-5971785
25 Nov 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5971785 The complaint Miss D complains that Remitly U.K., Ltd won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t repeated them in detail here. Instead, I’ve summarised what... (3 pages)View decision
