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 392389 results
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Decision Reference DRN-5989836
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5989836 The complaint Mr P complains that Nationwide Building Society (NBS) acted irresponsibly when they agreed to a credit card facility. What happened Around August 2022 Mr P applied for a revolving credit facility (credit card) with NBS. His application was successful with NBS i... (5 pages)View decision -
Decision Reference DRN-5965509
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5965509 The complaint Mrs H complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded funds she says she lost as the result of a scam and is unhappy with the service provided when she reported the scam. What happened Both parties are familiar with the c... (4 pages)View decision -
Decision Reference DRN-5735054
4 Dec 2025 Salary Finance Limited UpheldConsumer CreditDRN-5735054 The complaint Mr B complains that Salary Finance Limited (“SFL”) irresponsibly lent to him. Mr B says the lending was approved without proper consideration of his ability to afford it and SFL granting the loan made his financial circumstances worse. What happened From the i... (3 pages)View decision -
Decision Reference DRN-5991998
4 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5991998 The complaint Mrs M complains PayPal UK Ltd blocked her account without giving her a reason. What happened Mrs M received an email from PayPal to say her account had been suspended. Mrs M didn’t know why this was, so she spoke to PayPal and it told her to follow a link, wh... (3 pages)View decision -
Decision Reference DRN-5992786
4 Dec 2025 Masthaven Finance Limited UpheldMortgagesDRN-5992786 The complaint Ms E’s complaint is about a second charge mortgage she took in 2024 with Masthaven Finance Limited trading as Spring Finance. She considers that the mortgage was lent irresponsibly because Masthaven didn’t explore her sickness benefits to ensure the mortgage wo... (5 pages)View decision -
Decision Reference DRN-5777380
4 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5777380 The complaint Mr and Mrs H have complained that Liverpool Victoria Insurance Company Limited (LV) partly declined a claim they made on an annual travel insurance policy. As it is Mr H leading on the complaint, for ease, I will mostly just be referring to him in this decisio... (3 pages)View decision -
Decision Reference DRN-5710706
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5710706 The complaint Mr H and Mrs H are unhappy with the decision made by U K Insurance Limited trading as Direct Line (UKI) when dealing with a claim under their home insurance policy. Mr H and Mrs H are both party to this complaint, and have appointed a representative to act on ... (3 pages)View decision -
Decision Reference DRN-5995618
4 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5995618 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in April 2022, with a £1,200 credit limit. The credit limit was increased a further three times, in July 2022 (£2,450), November 20... (4 pages)View decision -
Decision Reference DRN-5995603
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5995603 The complaint Mrs S’ complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5995496
4 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5995496 The complaint Mr G is unhappy with Barclays Bank UK PLC. Barclays cancelled a standing order Mr G set up. Mr G thinks Barclays should check with him first before cancelling the standing order. What happened Mr G set up a standing order to pay another party who I’ll refer to ... (5 pages)View decision