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 381196 results
-
Decision Reference DRN-5834771
23 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5834771 The complaint Mr S complains about a car supplied under a conditional sale agreement, provided by Stellantis Financial Services UK Limited (‘SFS’). What happened Around March 2023 Mr S acquired a used car under a conditional sale agreement with SFS. The car is listed with a... (7 pages)View decision -
Decision Reference DRN-5691824
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5691824 The complaint Mrs R complains that HSBC UK Bank Plc gave her a flexible business loan without carrying out proper checks. What happened In 2013, Mrs R and her now late husband took out a flexible business loan with HSBC for £250,000. Mr R passed away in 2023. Mrs R considers... (3 pages)View decision -
Decision Reference DRN-5681319
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5681319 The complaint Ms C has complained about the way her motor insurer, AXA Insurance UK Plc (‘AXA’), dealt with a third party claim that was made against her policy after she was involved in an accident. What happened In March 2024 Ms C was involved in a road traffic incident w... (3 pages)View decision -
Decision Reference DRN-5835260
23 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5835260 The complaint Miss M complains that HSBC UK Bank Plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sai... (4 pages)View decision -
Decision Reference DRN-5762624
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5762624 The complaint Miss O has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim she made to them What happened Miss O purchased a five day driving course from a supplier I shall call ‘G’ in August 2023 to the sum of £1508.00 on... (5 pages)View decision -
Decision Reference DRN-5640038
23 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5640038 The complaint Mr M and Mrs M complained that esure Insurance Limited had failed to advise Mrs M that her motor insurance policy was due for renewal. Mr M brought the complaint on her behalf. What happened Mrs M’s car was damaged in an accident in February 2025, and Mr M rep... (3 pages)View decision -
Decision Reference DRN-5639904
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5639904 The complaint Miss N complains that Barclays Bank UK PLC won’t refund money she lost to a purchase scam. What happened Miss N needed to purchase two airline tickets after a family bereavement. She thought she was dealing with an airline that had contacted her after she compl... (2 pages)View decision -
Decision Reference DRN-5616711
23 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5616711 The complaint A company that I’ll refer to as C complains Aviva Insurance Limited has unfairly declined a claim it made on a business protection insurance policy. Mr M, the owner of C, brings the complaint on its behalf. What happened The full details of the complaint are we... (4 pages)View decision -
Decision Reference DRN-5833780
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5833780 The complaint Mr L complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to identify and take any action when he began spending compulsively. He believes he has suffered financial and emotional harm as a result. Notes: Whilst Mr L has brought this complai... (2 pages)View decision -
Decision Reference DRN-5835147
23 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5835147 The complaint Mr F is unhappy that Nationwide Building Society can’t clearly explain interest charges that have been applied to his account. What happened On 18 September 2024, Mr F took a cash withdrawal from his Nationwide credit card account. When Mr F received his accou... (3 pages)View decision
