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-5832367
22 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5832367 The complaint Mrs T complains that Nationwide Building Society allowed a continuous payment authority (CPA) to continue on her credit card after she had contacted it to cancel the authority. What happened On 5 September 2024, Mrs T says she called Nationwide to cancel a CPA... (3 pages)View decision -
Decision Reference DRN-5371734
22 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5371734 The complaint Miss K complains Capital One (Europe) plc allowed someone to open a credit card in her name. What happened In June 2024, Miss K received letters from Capital One saying it had sold a debt on a credit card in her name and a debt collection agency I’ll call L, a... (2 pages)View decision -
Decision Reference DRN-5784104
22 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5784104 The complaint Miss W is unhappy that her mortgage repayments protector insurance policy (‘the policy’) was cancelled by U K Insurance Limited (‘UKI’) after it decided to withdraw the product from the market. What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-5615995
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5615995 The complaint Ms D complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) settled an accident claim against her, because it failed to obtain CCTV evidence, under her motor insurance policy. What happened Ms D was involved in a collision when driving. She contacted... (3 pages)View decision -
Decision Reference DRN-5831314
22 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5831314 The complaint Mr N complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar wi... (3 pages)View decision -
Decision Reference DRN-5617378
22 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5617378 The complaint Miss C complains BUPA Insurance Limited wrongly collected policy premiums when she was not a member, and has refused to provide a refund. What happened Miss C took out a private medical insurance policy in May 2023. The policy is underwritten by BUPA. Shortly a... (3 pages)View decision -
Decision Reference DRN-5785407
22 Sep 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5785407 The complaint Mr and Mrs D complain about their interest only mortgage with The Royal Bank of Scotland Plc (RBS). They say they weren’t made aware it was taken out as an interest only mortgage – and they’ve now been left with a substantial balance near the end of the term. T... (5 pages)View decision -
Decision Reference DRN-5818925
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818925 The complaint Mr P, who is represented by his wife in this complaint, says that National Westminster Bank Plc (‘NatWest’) irresponsibly provided him with an overdraft facility he couldn’t afford to repay sustainably. What happened In March 2016 NatWest agreed to provide Mr ... (5 pages)View decision -
Decision Reference DRN-5099771
22 Sep 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5099771 The complaint Company C complains that PayrNet Limited hasn’t refunded transactions they didn’t authorise. What happened Mr W brings this complaint as a director of Company C, which holds a business account with PayrNet. Mr W says that he had his phone stolen on 26 April 2... (3 pages)View decision -
Decision Reference DRN-5614482
22 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5614482 The complaint Miss S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly increased her credit limit when she was struggling financially. What happened Virgin Money provided Miss S with a credit card in April 2017 with a limit of £5,800. The limit was in... (4 pages)View decision
