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 375868 results
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Decision Reference DRN-5797070
4 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5797070 The complaint Mr H says Clydesdale Bank Plc, trading as Virgin Money, adjusted off a payment he made towards his credit card balance and that that decision has caused him some distress and inconvenience. What happened I issued a provisional decision on this complaint in Aug... (3 pages)View decision -
Decision Reference DRN-5772078
4 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5772078 The complaint Mrs B complains that Legal and General Assurance Society Limited (L&G) declined a claim on her critical illness policy. What happened Mrs B took out a life and critical illness policy with L&G in May 2009. I was sorry to hear that in April 2025, Mrs B w... (2 pages)View decision -
Decision Reference DRN-5733795
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5733795 The complaint Mr O complains that Nationwide Building Society did not provide him with a permanent refund of a payment, as it should have done under the direct debit indemnity scheme. What happened At the end of December 2024 Mr O took out an insurance policy. He chose to pa... (2 pages)View decision -
Decision Reference DRN-5796478
4 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5796478 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited unfairly told him he would need to pay an additional premium for his motor insurance policy. What happened In April 2024 Mr B took out an Admiral policy for his car. He added this cover to his partner’s ... (4 pages)View decision -
Decision Reference DRN-5366648
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366648 The complaint Ms H is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms H fell victim to a cruel investment scam. After responding to an advert she saw on social med... (4 pages)View decision -
Decision Reference DRN-5754649
4 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5754649 The complaint Mr B complains that Vanquis Bank Limited (‘Vanquis’) returned £90 he’d paid towards his credit card and defaulted his account. Mr B’s unhappy that he didn’t receive a replacement credit card from Vanquis or a default notice, and Vanquis have failed to send impo... (3 pages)View decision -
Decision Reference DRN-5385942
4 Sep 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5385942 The complaint Mr M complains Ikano Bank AB (publ) provided him with an unaffordable fixed sum loan. What happened In April 2019 Ikano Bank provided Mr M with a loan of around £5,650 to purchase windows. The loan was repayable over 60 monthly instalments of around £120 and ha... (3 pages)View decision -
Decision Reference DRN-4205079
4 Sep 2025 ReAssure Life Limited Not upheldInsuranceDRN-4205079 The complaint Mr and Mrs W complain that ReAssure Life Limited (ReAssure) unfairly administered their reviewable whole of life assurance (RWOL) policy, in particular the changes required to maintain it and how that was set out to them. What happened Mr and Mrs W took out a ... (6 pages)View decision -
Decision Reference DRN-5796387
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5796387 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss H applied for an Aqua credit card in May 2022. In her application, Miss H said she was earning £14,693 a year that Aqua calcula... (2 pages)View decision -
Decision Reference DRN-5226216
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226216 The complaint Mr O is complaining that Bank of Scotland plc trading as Halifax (Halifax) hasn’t agreed to refund payments he says he made to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr O here. What happened Bot... (3 pages)View decision
