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 123440 results
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Decision Reference DRN-5623649
13 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5623649 The complaint Ms G is unhappy with how NewDay Ltd (NewDay) handled her payment dispute claim. What happened Ms G booked a 14 night villa stay commencing 16 June 2023 with an agent I shall call ‘M’. This was paid using her NewDay credit card at a total cost of £6,887.50 for t... (8 pages)View decision -
Decision Reference DRN-5614915
13 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5614915 The complaint Mr and Mrs W complain about how they have been treated by Clydesdale Bank Plc trading as Virgin Money since the end of the term of their interest only mortgage. What happened Mr and Mrs W have an interest only mortgage with Virgin Money, taken out in 2006. The ... (8 pages)View decision -
Decision Reference DRN-5622090
13 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5622090 The complaint Mr K complains about the fact his agreement for a car was terminated by Close Brothers Limited when he was having financial difficulties. What happened Mr K contacted Close Brothers in April 2024 to explain he’d lost his job and couldn’t make his payment for hi... (3 pages)View decision -
Decision Reference DRN-5206806
13 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5206806 The complaint Mrs H complains about the way that Marsh Finance Limited has dealt with the arrears that were due from her for a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs H under a hire purchase agreement w... (2 pages)View decision -
Decision Reference DRN-5069971
13 Jun 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5069971 The complaint L complains New Wave Capital Limited trading as Capital on Tap wouldn’t refund a transaction on the company’s account that its director says it didn’t make or authorise. L is represented by Mr L. What happened L disputed a payment to a holiday company on 18 J... (3 pages)View decision -
Decision Reference DRN-5609363
13 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5609363 The complaint Mrs M complains that Haven Insurance Company Limited (“Haven”) declined a claim for flood damage to her home. When I mention Haven I also mean its suppliers and contractors. Mrs M is represented in her complaint by a family member, but for ease I’ll refer to he... (3 pages)View decision -
Decision Reference DRN-5580329
13 Jun 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5580329 The complaint Ms H complains that National Savings and Investments (NS&I) makes it difficult for her to make transfers over the telephone and online. She’d like them to change the way they complete customer authentication. NS&I made an offer of £50 to Ms H as they co... (2 pages)View decision -
Decision Reference DRN-5623385
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5623385 The complaint Mrs B complains that Admiral Insurance (Gibraltar) Limited undervalued her car when it settled a claim on her motor insurance policy. Mrs B’s husband has helped her to bring her complaint. But for simplicity I will refer to her husband’s comments as being Mrs B... (6 pages)View decision -
Decision Reference DRN-5610260
13 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5610260 The complaint Mrs F is unhappy that Vitality Health Limited (‘Vitality’) declined a claim made on a worldwide travel insurance policy linked to a private health insurance policy. All reference to Vitality includes its agents. What happened I issued a provisional decision i... (5 pages)View decision -
Decision Reference DRN-5140852
13 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5140852 Complaint Mr M and Ms M are unhappy that Nationwide Building Society didn’t reimburse them after they reported falling victim to fraud. Background In 2020, Mr M and Ms M were offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a... (4 pages)View decision
