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 388057 results
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Decision Reference DRN-5997275
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5997275 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Mrs F was approved for a Virgin Money credit card in September 2020, with a £5,000 credit limit. Mrs F says that this was irresponsibly lent to her, and sh... (3 pages)View decision -
Decision Reference DRN-5992393
4 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5992393 The complaint Miss A complains that the vehicle she acquired through BMW Financial Services (GB) Limited, trading as MINI Financial Services (“BMW”) wasn’t of satisfactory quality and she wants to reject the car and have the credit agreement cancelled. What happened Miss A e... (4 pages)View decision -
Decision Reference DRN-5486722
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5486722 The complaint Mrs E complains that Santander UK Plc (‘Santander’), won’t refund the money she lost as a result of what she believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mrs E brings her complaint with the assistance of a professional representa... (4 pages)View decision -
Decision Reference DRN-5793683
4 Dec 2025 Fleet Mortgages Ltd Not upheldMortgagesDRN-5793683 The complaint S, a limited company in the property business, complains that Fleet Mortgages Ltd refused an application for a buy to let mortgage. S doesn’t think its application was considered fairly and wants the application fee refunded. What happened S applied to Fleet, v... (3 pages)View decision -
Decision Reference DRN-5990724
4 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5990724 The complaint Mr K is unhappy with the service and account administration he’s received from American Express Services Europe Limited (“AmEx”) surrounding a payment he made to his account. What happened AmEx sent a letter to Mr K on 25 March 2024 because his account was in a... (3 pages)View decision -
Decision Reference DRN-5932774
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5932774 The complaint Mr M has complained that Advantage Insurance Company Limited (Advantage) unfairly declined a claim under his home insurance policy. Mr M has a representative for his complaint. But, for ease, I will normally only refer to him. What happened Mr M contacted Adv... (3 pages)View decision -
Decision Reference DRN-5990098
4 Dec 2025 WESTFIELD CONTRIBUTORY HEALTH SCHEME LIMITED Not upheldInsuranceDRN-5990098 The complaint Mr M complains about how WESTFIELD CONTRIBUTORY HEALTH SCHEME trading as Westfield Health handled a claim under his health cash plan policy. What happened Mr M took out a health cash plan policy with Westfield Health with a start date on 1 April 2024. He submi... (3 pages)View decision -
Decision Reference DRN-5671669
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5671669 The complaint Mr K complains Monzo Bank Ltd closed his account without providing an explanation. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. This complaint concerns Mr K’s sole account that wa... (2 pages)View decision -
Decision Reference DRN-5895379
4 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5895379 The complaint Mr P is unhappy that Domestic & General Insurance Plc (“D&G”) settled his TV claim for significantly less than the purchase price. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key ... (3 pages)View decision -
Decision Reference DRN-5815446
4 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5815446 The complaint Mr S complains that First Central Underwriting Limited avoided his car insurance policy and refused to pay his claim. What happened In February 2024 Mr S took out a car insurance policy with First Central through a comparison website. In September 2024 in chan... (3 pages)View decision