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-5952711
20 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5952711 The complaint H complain Wise Payments Limited (“Wise”) closed their account and failed to reasonably consider H’s explanation. H also complain they weren’t given fair opportunity to provide the information Wise requested. What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-5963769
20 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5963769 The complaint Mr J complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his motor insurance policy for the theft of his vehicle, and then declining the claim. Any reference to Admiral in this decision includes their agents. This decisio... (7 pages)View decision -
Decision Reference DRN-5962140
20 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5962140 The complaint Miss D complains about a windscreen replacement under her motor insurance policy with West Bay Insurance Plc (West Bay). She says the reversing camera on her vehicle didn’t work following the replacement, when it had been working before the replacement. West Ba... (5 pages)View decision -
Decision Reference DRN-5853142
20 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5853142 The complaint Ms T complains that Admiral Insurance (Gibraltar) Limited didn’t replace her car following a claim made on her motor insurance policy. She wants it to provide a like for like replacement. Ms T is represented in this matter by Mr V, a named driver on her policy.... (3 pages)View decision -
Decision Reference DRN-5957290
20 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5957290 The complaint Mr T complains American Express Services Europe Limited terminated his credit card agreement and unfairly recorded a default on his credit file. What happened Mr T held a credit card with American Express. In August and September 2023, American Express reviewe... (4 pages)View decision -
Decision Reference DRN-5510274
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5510274 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost to a scam. What happened Mr H was looking to hire a hall for an event due to take place on 31 December 2024. He found a venue that appeared to... (3 pages)View decision -
Decision Reference DRN-5957330
20 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957330 The complaint Mr A complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t allow him to reject a boiler financed through a loan, which he says is faulty. What happened The background to this complaint is well known to both parties, so I w... (5 pages)View decision -
Decision Reference DRN-5945188
20 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5945188 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) allowed his ex-wife access to his savings account and enabled her to withdraw £8,000 without his consent. What happened In March 2019 Mr S and his ex-wife were going through a difficult divorce. Fol... (3 pages)View decision -
Decision Reference DRN-5897927
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897927 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) declined his claim against it under Section 75 of the Consumer Credit Act 1974 (s.75). What happened In December 2024, Mr M used his credit card with Barclaycard to fund the i... (4 pages)View decision -
Decision Reference DRN-5958383
20 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5958383 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision