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 124111 results
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Decision Reference DRN-5795036
3 Sep 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5795036 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (17 pages)View decision -
Decision Reference DRN-5695814
3 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5695814 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs F applied for a Virgin Money credit card in June 2024. In her application, Mrs F said she was retired with an an... (3 pages)View decision -
Decision Reference DRN-5766851
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5766851 The complaint Mr K complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY dealt with his request to transfer a joint mortgage into his sole name. What happened Mr K and his partner took out a joint mortgage with NatWest in 2023. They also took out a help to buy... (3 pages)View decision -
Decision Reference DRN-5192488
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5192488 The complaint Mr M complains that Revolut Ltd failed to protect him when he fell victim to a scam and that it hasn’t reimbursed his loss since that scam was reported. What happened As the details of this complaint are well-known to both parties, I’ll only summarise the backg... (4 pages)View decision -
Decision Reference DRN-5793004
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5793004 The complaint Mr B complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) handled a dispute he raised with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (6 pages)View decision -
Decision Reference DRN-5781427
3 Sep 2025 Paymentshield Ltd UpheldInsuranceDRN-5781427 The complaint Mr W complains about how Paymentshield Ltd (“Paymentshield”) handled a dispute about the information regarding his roof when taking out home insurance. Mr W is represented by a loss assessor but, for ease, I’ll refer to Mr W throughout my decision. What happe... (3 pages)View decision -
Decision Reference DRN-5793417
3 Sep 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5793417 The complaint Mr and Mrs D’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)... (19 pages)View decision -
Decision Reference DRN-5794604
3 Sep 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5794604 The complaint Mr E complains about the quality of a car he acquired under a hire agreement with Volvo Car Financial Services UK Limited (VCF). When I refer to what Mr E and VCF said or did, it should also be taken to include things said or done on their behalf. What happen... (5 pages)View decision -
Decision Reference DRN-5746057
3 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5746057 The complaint Mr M complains that Volvo Car UK Limited (‘VCUK’) promised him monthly VAT statements and haven’t provided them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (2 pages)View decision -
Decision Reference DRN-5776059
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5776059 The complaint Mr L is unhappy that AXA PPP Healthcare Limited declined a claim he made on his private medical insurance policy and applied an exclusion to it. What happened Mr L had private medical insurance through his employer. He changed this to a personal policy when he ... (3 pages)View decision
