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 123872 results
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Decision Reference DRN-5709399
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709399 The complaint Miss F complains that Nationwide Building Society won’t refund her all of the money she lost, after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service, Miss F is assisted by a representative, who I’ll refer to... (7 pages)View decision -
Decision Reference DRN-5706039
23 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5706039 The complaint Miss S complains about how Mulsanne Insurance Company Limited handled a claim made on her motor insurance policy and that it then declined the claim. What happened Miss S took out a motor insurance policy with Mulsanne through an online comparison site. When h... (4 pages)View decision -
Decision Reference DRN-5620772
23 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5620772 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (15 pages)View decision -
Decision Reference DRN-5625531
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5625531 The complaint Ms L’s complaint is about a mortgage she and her ex-husband have with Clydesdale Bank Plc trading as Virgin Money. Ms L doesn’t believe that she has been treated fairly following an interest rate product ending at the beginning of 2024 as she considers that Vir... (5 pages)View decision -
Decision Reference DRN-5246758
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246758 The complaint Mr B complains Revolut Ltd won’t reimburse over £8,000 that he lost when he fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigat... (4 pages)View decision -
Decision Reference DRN-5614639
23 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5614639 The complaint X has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Alphera supplied X with a used car on a hire purchase agreement in June 2022. The cash price... (14 pages)View decision -
Decision Reference DRN-5692776
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692776 The complaint Mr B says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that this has caused him some financial problems over the time he has use... (4 pages)View decision -
Decision Reference DRN-5709009
22 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5709009 The complaint Mrs R complains AXA Insurance UK Plc (“AXA”) has treated her unfairly in the way it’s handled her subsidence claim on her property insurance policy. She says it’s delayed monitoring and removing vegetation causing the damage and it didn’t do a drain survey when... (5 pages)View decision -
Decision Reference DRN-5652331
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5652331 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them, under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What hap... (26 pages)View decision -
Decision Reference DRN-5246700
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246700 The complaint Mr V is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel investment scam. After responding to an advert on social media, he was... (6 pages)View decision
