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-5821421
22 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5821421 The complaint Mr H complains about the administration of a conditional sale agreement he had with Volvo Car Financial Services UK Limited (‘Volvo’). Mr H says that Volvo didn’t provide full information when he started the finance about how he could surrender it early. And wh... (3 pages)View decision -
Decision Reference DRN-5726228
22 Sep 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5726228 The complaint Mr W is unhappy with how Zilch Technology Limited (Zilch) administered refunds on his account with it. What happened Mr W says that he became aware refunds for multiple purchases he had made on his Zilch account hadn’t been returned to him. He therefore complai... (3 pages)View decision -
Decision Reference DRN-5831496
22 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5831496 The complaint This complaint is about a mortgage Mr M holds with Barclays Bank UK PLC. The essence of the complaint is that he believes Barclays mis-handled a temporary switch to interest-only under the provisions of the Mortgage Charter. Mr M say that as a result he was “ej... (4 pages)View decision -
Decision Reference DRN-5756534
22 Sep 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5756534 The complaint Mrs S, the administrator of the estate of her late son Mr H, complains on behalf of the estate about how Lenvi Servicing Limited has handled her attempts to redeem Mr H’s help to buy shared equity loan. What happened The late Mr H bought a property with the aid... (4 pages)View decision -
Decision Reference DRN-5558793
22 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5558793 The complaint Miss T complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) irresponsibly provided her with a credit card. What happened Virgin Money provided Miss T with a credit card with a limit of £6,800 in July 2023. It appears the credit limit was... (4 pages)View decision -
Decision Reference DRN-5831453
22 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5831453 The complaint Miss N has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened In summary, after helping her sort out a mortgage, Miss N’s mortgage adviser introduced her to a cryptocurrency investment schem... (4 pages)View decision -
Decision Reference DRN-5831092
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5831092 The complaint Mrs N complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to an investment romance scam. Mrs N is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened Mrs N explains that she dec... (12 pages)View decision -
Decision Reference DRN-5804096
22 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5804096 The complaint Mr B and Ms C have complained that AXA Insurance UK Plc declined a claim they made for storm damage to their driveway. What happened Mr B and Ms C held a home insurance policy underwritten by AXA. In December 2025 Mr B and Ms C made a claim to AXA for storm da... (4 pages)View decision -
Decision Reference DRN-5830685
22 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5830685 The complaint Mr K has complained about the way he’s been treated by Telefonica UK Limited trading as O2. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything again in detail. But to summarise Mr K said in Fe... (3 pages)View decision -
Decision Reference DRN-5831081
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5831081 The complaint Mrs H complains Santander UK Plc won’t refund transactions made from her current account she says she didn’t make or authorise. What happened In 2023, Mrs H bought a tablet for her granddaughter as a gift. She linked her PayPal account (which contained her San... (3 pages)View decision
