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 381082 results
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Decision Reference DRN-5665534
30 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5665534 The complaint Mr O complains that Bank of Scotland plc incorrectly recorded a default on his credit file relating to a historic personal loan. What happened Mr O held a historic personal loan with Bank of Scotland. In 2021, Bank of Scotland cleared the remaining balance and ... (4 pages)View decision -
Decision Reference DRN-5696691
30 Jul 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5696691 The complaint Mrs B has complained about the handling by Fairmead Insurance Limited (‘Fairmead’) of her insurance claim under her home insurance policy following the theft of equipment from outbuildings. For the avoidance of doubt, the term ‘Fairmead’ includes reference to i... (4 pages)View decision -
Decision Reference DRN-5715511
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5715511 The complaint Mr W complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on one of the accounts. What happened Mr W applied for a Fluid credit card in January 2019. In his application, Mr W said he ... (3 pages)View decision -
Decision Reference DRN-5724167
30 Jul 2025 Shipman Wealth Management Ltd UpheldInvestmentsDRN-5724167 The complaint Mr and Mrs F complain that since 2018 Shipman Wealth Management Limited (‘Shipman’) mis-managed their investment portfolios, overcharged fees and failed to provide the services they were paying for. What happened Mr and Mrs F held a discretionary managed inves... (13 pages)View decision -
Decision Reference DRN-5725556
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5725556 The complaint Mr C complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 28 May 2024, transactions totalling almost £4,000 were made from Mr C’s account to an online retailer. Mr C discovered the transaction... (4 pages)View decision -
Decision Reference DRN-5540985
30 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5540985 The complaint Mr W says that when he made a claim on his motor insurance policy esure Insurance Limited didn’t ensure it was repaired properly or pay him enough to finish the repairs. What happened Mr W ‘s car was damaged in an accident in June 2024. It went into one of es... (3 pages)View decision -
Decision Reference DRN-5368238
30 Jul 2025 Plum Fintech Limited Not upheldInvestmentsDRN-5368238 The complaint Mr R complains that Plum Fintech Limited (‘Plum’) failed to properly notify him about changes to their monthly subscription service. Mr R would now like Plum to refund all of the charges on his account. What happened In July 2019, Mr R opened a stocks and shar... (4 pages)View decision -
Decision Reference DRN-5595390
30 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5595390 The complaint Mr and Mrs L complain that Santander UK Plc won’t remove the charge on their property, although they’ve paid off their mortgage, unless they also pay a fee of £225. Mr and Mrs L say that’s far too much money to ask for just removing the charge over their proper... (2 pages)View decision -
Decision Reference DRN-5689953
30 Jul 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5689953 The complaint Mr P and Mrs P complain that Cumberland Building Society didn’t clearly communicate how their faster payment would be processed by the receiving bank. What happened Mr P used his and Mrs P’s Cumberland current account to make a faster payment to a bank. But the... (3 pages)View decision -
Decision Reference DRN-5370345
30 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5370345 The complaint Mr B through his representative complains that PROPEL HOLDINGS (UK) LIMITED trading as QuidMarket lent to him when he could not afford the loans. What happened Here is a table giving a summary of the lending. LoanApproved Amount Terms (rounded figures) Status ... (3 pages)View decision
