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
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Decision Reference DRN-5824593
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5824593 The complaint Mr O complains that Clydesdale Bank Plc (trading as Virgin Money) unfairly restricted and closed his account. What happened Around June last year, Virgin Money restricted Mr O’s accounts. Later in July, the bank wrote to him advising it was closing his accounts... (2 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
Decision Reference DRN-5832615
22 Sep 2025 Assetz SME Capital Limited UpheldInvestmentsDRN-5832615 The complaint The estate of Mrs T (“the estate”) complains that Assetz SME Capital Limited trading as Assetz Capital is unfairly only allowing the estate to make withdrawals from the late Mrs T’s crowdfunding account on a quarterly basis. What happened The late Mrs T held a... (6 pages)View decision -
Decision Reference DRN-5752871
22 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5752871 The complaint Mr and Mrs S complain that Nationwide Building Society didn’t inform them of the implications of entering into a payment arrangement on their mortgage and, in particular, the effect that would have on their credit files. What happened In 2022 Mr and Mrs S switc... (5 pages)View decision -
Decision Reference DRN-5666467
22 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5666467 The complaint Mr C complains that Hastings Insurance Services Limited (“Hastings”) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2016. Mr C acquired the car in 2023. He took out... (5 pages)View decision -
Decision Reference DRN-5374668
22 Sep 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5374668 The complaint Mr B complains, with the help of a professional third party, about the advice and service he has received from St. James's Place Wealth Management Plc (‘SJP’) in relation to his pension. Mr B says the advice he received to switch pension providers was unsu... (11 pages)View decision -
Decision Reference DRN-5771220
22 Sep 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5771220 The complaint Miss H complains that a car she acquired financed through a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality. What happened In October 2023 Miss H acquired a used car financed through a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5703330
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703330 The complaint Ms W complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) reduced her overdraft limit. What happened Ms W had an overdraft with NatWest. In January 2025, NatWest emailed Ms W to inform her it would be reducing the limit from £3,200 to £2,000.... (3 pages)View decision -
Decision Reference DRN-5685450
22 Sep 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5685450 The complaint Mrs S complains that PRA Group (UK) Limited (PRA) have treated her unfairly when dealing with her account. What happened Mrs S had a credit card with a company I’ll refer to as B. In August 2015 B sold the account to PRA group with an outstanding balance of £9... (3 pages)View decision -
Decision Reference DRN-5816199
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5816199 The complaint C has complained about Wise Payments Limited trading as Wise not refunding several payments made and lost to an authorised push payment (APP) impersonation scam. What happened As per my provisional decision, I will first highlight the eligible complainant in t... (4 pages)View decision
