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 381195 results
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Decision Reference DRN-5665233
15 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5665233 The complaint Mr H is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2024, Mr H applied for a loan with CCB. They lent him £5,000 over a three- year ter... (3 pages)View decision -
Decision Reference DRN-5680121
15 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5680121 The complaint Mr F complains about the fees and interest that The Royal Bank of Scotland plc has applied to his account for purchases of e-gift cards. What happened Mr F used his Royal Bank of Scotland credit card to purchase three e-gift cards in December 2024. The values o... (2 pages)View decision -
Decision Reference DRN-5676673
15 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5676673 The complaint Mr M complains about a delay by Capital One (Europe) plc in returning money to his bank account. What happened Mr M had a credit card account with Capital One. He says that Capital One advised him on 31 October 2024 that it would be returning £200 to him that h... (2 pages)View decision -
Decision Reference DRN-5605849
15 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5605849 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened The subject matter of the insurance and the complaint is a sports utility vehicle made by a premium-brand car-maker with a powerful engine and first ... (4 pages)View decision -
Decision Reference DRN-5619631
15 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5619631 The complaint Mr W complains that Capital One (Europe) plc lent to him irresponsibly. What happened Mr W holds two credit cards with Capital One. Card ending 9339 was taken out on 30 March 2023 with an initial credit limit of £200. Card ending 1604 was taken out on 1 April 2... (3 pages)View decision -
Decision Reference DRN-5661943
15 Jul 2025 Countrywide Assured Plc UpheldInsuranceDRN-5661943 The complaint Mrs S complains about the way Countrywide Assured Plc administered her Reviewable Whole of Life policy and, in particular, the level of premiums it required her to pay following the 2019 review which left her with limited choices and benefits under the policy. ... (6 pages)View decision -
Decision Reference DRN-5483384
15 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5483384 The complaint Ms L complains that Topaz Finance Limited trading as Heliodor Mortgages delayed taking possession of her property What happened In 2006, Ms L took out a mortgage with Northern Rock for £98,795 with an unsecured loan for £20,700. The mortgage is now with Topaz. ... (5 pages)View decision -
Decision Reference DRN-5603501
15 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5603501 The complaint Mr H and Ms N complain that Royal & Sun Alliance Insurance Limited (RSA) have unfairly settled a claim made for subsidence to their property. They complain that RSA has failed to fulfil the obligations placed on it by a final decision issued by this Service... (4 pages)View decision -
Decision Reference DRN-5693534
15 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5693534 The complaint Mrs F has complained about the way Admiral Insurance (Gibraltar) Limited has settled her claim under her car insurance policy. What happened Mrs F’s car was written-off when it was less than 12 months old. Admiral appears to accept that under the terms of her ... (4 pages)View decision -
Decision Reference DRN-5688243
15 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5688243 The complaint Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision
