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-5831104
22 Sep 2025 Rapport Mortgage Services Ltd UpheldMortgagesDRN-5831104 The complaint Ms W is unhappy that Rapport Mortgage Services Ltd (Rapport) have not secured the lowest interest rate she could have had when she made an application to purchase a new property. What happened Ms W contacted Rapport in June 2024 to discuss her mortgage requirem... (5 pages)View decision -
Decision Reference DRN-5179866
22 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5179866 The complaint Mrs P complains that Phoenix Life Limited (Phoenix) mis-sold her a reviewable whole of life (RWOL) policy, and about the way it was administered by reducing the policy’s sum assured. Her complaint is brought by her professional representative. What happened I... (5 pages)View decision -
Decision Reference DRN-5828316
22 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5828316 The complaint Miss S complains that Barclays Bank UK PLC made mistakes in its administration of her offset mortgage and its communication has been poor. What happened Miss S had a Woolwich offset mortgage which was linked to a mortgage current account (MCA) and a savings ac... (3 pages)View decision -
Decision Reference DRN-5817749
22 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5817749 The complaint Mrs S complains that Barclays Bank UK PLC was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with statutory interest and any adverse information about the lending removed from her credit file. Mrs S is repres... (3 pages)View decision -
Decision Reference DRN-5693370
22 Sep 2025 National House-Building Council Not upheldInsuranceDRN-5693370 The complaint Mr W is unhappy with National House-Building Council’s (NHBC) handling of a claim he made under his Buildmark policy for defects with his building. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC – the... (4 pages)View decision -
Decision Reference DRN-5528873
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5528873 The complaint Mr B, on behalf of his company B, complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) declined to refund B just over £2,000 which he says it lost as a result of a scam. What happened The circumstances of this complaint are well known to both p... (4 pages)View decision -
Decision Reference DRN-5763125
22 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5763125 The complaint Mr W complains that HSBC UK Bank plc (‘HSBC’) incorrectly advised him he didn’t have a credit card account, leading to a late payment and financial loss. Mr W wants an explanation, an apology, and compensation for his financial loss, distress and inconvenience.... (3 pages)View decision -
Decision Reference DRN-5664394
22 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5664394 The complaint Mr F complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to deal with his dispute concerning a car properly. What happened In March 2024 Mr F bought a car costing £10,995 from a dealer (“the merchant”). He paid for part of the cost usin... (3 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision -
Decision Reference DRN-5570474
22 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570474 The complaint Mr R complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R hims... (3 pages)View decision
