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 122183 results
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Decision Reference DRN-5393647
20 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393647 The complaint Mr N complains that Nationwide Building Society placed blocks on his subscription payment s, and he has had to make the payment manually each month. He is concerned about the implications for his other regular payments. What happened Mr N said he has informed ... (3 pages)View decision -
Decision Reference DRN-5568494
20 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5568494 The complaint Mr F complains that Watford Insurance Company Europe Limited declined a claim on his motor insurance policy. What happened Mr F made a claim on his policy after his car was stolen. Watford said the claim wasn’t covered because the car had been unsecure, as he h... (2 pages)View decision -
Decision Reference DRN-5415964
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5415964 The complaint Miss R complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened In 2022, Miss R was made aware of an investment opportunity with a company, who I’ll refer to as R. R later changed their company... (6 pages)View decision -
Decision Reference DRN-5568403
19 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5568403 The complaint Ms B has complained that Aviva Insurance Limited hasn’t fully settled a claim she made on a private medical insurance policy. What happened Ms B rang Aviva in May 2024 to seek approval for a biopsy. She received authorisation for an initial consultation, the b... (2 pages)View decision -
Decision Reference DRN-5570609
19 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5570609 The complaint Mr B has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Zopa supplied Mr B with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £3,000 and it had covered around 88,400... (8 pages)View decision -
Decision Reference DRN-5469718
19 May 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5469718 The complaint Ms G is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’) was of an unsatisfactory quality. What happened In March 2022, Ms G was supplied with a used car through a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5568046
19 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5568046 The complaint Mr P complains that Pathlines Pensions UK Limited (then trading as London & Colonial) caused unnecessary delays in processing the transfer of his Self-Invested Personal Pension (‘SIPP’) to a Personal Pension with another provider. He says this caused him to... (8 pages)View decision -
Decision Reference DRN-5472987
19 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5472987 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) acted irresponsibly in approving her credit card application as it wasn’t affordable for her. What happened In April 2022 Mrs F applied for a credit card account with Virgin Money. ... (3 pages)View decision -
Decision Reference DRN-5547505
19 May 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5547505 The complaint Mr R complains that East End Fair Finance Limited was irresponsible in its lending to him. He wants all interest and charges paid on his loans refunded along with statutory interest. He also wants any adverse information regarding the loans removed from his cre... (3 pages)View decision -
Decision Reference DRN-5569048
19 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5569048 The complaint Mr H has complained that Aviva Insurance Limited unreasonably cancelled his motor policy on the suspicion of fronting. What happened Mr H said he bought a car which he successfully insured with him as the main driver, and his son and daughter as named drivers ... (5 pages)View decision
