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 380824 results
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Decision Reference DRN-5573923
14 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5573923 The complaint Mr S complains that American Express Services Europe Limited (“Amex”) collects his direct debit up to 14 days before the payment’s due date. What happened Mr S says that his British Airways Amex card offers a maximum of 56 days interest-free on purchases. Howe... (2 pages)View decision -
Decision Reference DRN-5517817
14 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5517817 The complaint Miss A has complained about how Clydesdale Bank Plc trading as Virgin Money handled her dispute with a third party merchant. What happened In November 2024, Miss A tried to pay a £50 deposit to a third party merchant, using her Virgin credit card. It didn’t go ... (2 pages)View decision -
Decision Reference DRN-5472953
14 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5472953 The complaint Mr S complains that Zopa Bank Limited have irresponsibly lent to him. What happened Mr S was approved for a Zopa credit card in March 2023 with a £2,500 credit limit. He says it was irresponsible for Zopa to approve his application based on his credit history, ... (3 pages)View decision -
Decision Reference DRN-5690389
14 Jul 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5690389 The complaint Mrs K has complained that Metro Bank PLC won’t refund the money she lost after falling victim to an alleged scam. What happened Over the course of several months in 2023, Mrs K received over £70,000 in credits into her Metro account from another individual. She... (3 pages)View decision -
Decision Reference DRN-5690142
14 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5690142 The complaint Mr C complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘Novuna’) – has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘section 75’). Mr C has been, at various times, represented in his claim by his wi... (5 pages)View decision -
Decision Reference DRN-5547768
14 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5547768 The complaint Mr P and Mrs P are unhappy that Santander UK Plc declined to reimburse them after they lost money to an investment scam. Mr P and Mrs P are represented in this matter by a claims management company, but for ease of reading I will refer to Mr P and Mrs P through... (6 pages)View decision -
Decision Reference DRN-5677295
14 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5677295 The complaint Miss R complains that Topaz Finance Limited trading as Hyalite Mortgages unfairly took possession of a property she owned. She said there was borrowing taken fraudulently against the property without her knowledge. What happened On 8 August 1988, Miss R and two... (3 pages)View decision -
Decision Reference DRN-5663027
14 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5663027 The complaint Mrs E complains that Aviva Insurance Limited (“Aviva”) mistakenly applied a write-off category to her car following a claim for damage she made in 2021. In 2024 she tried to sell her car and discovered the error, which caused her distress and inconvenience. Som... (3 pages)View decision -
Decision Reference DRN-5634184
14 Jul 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5634184 The complaint Mr L complains about the service received from First Central Insurance Management Limited (“First Central”) when he asked about whether the policy would cover him when he moved address. What happened Mr L had car insurance with First Central that he purchased ... (4 pages)View decision -
Decision Reference DRN-5690086
14 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5690086 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim made on his car insurance policy. What happened Mr O contacted Admiral in September 2024 to make a claim on his car insurance policy after his car was damaged in an acci... (5 pages)View decision
