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 392389 results
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Decision Reference DRN-5954125
17 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5954125 The complaint Mr C complains that NewDay Ltd irresponsibly lent to him. What happened Mr C was approved for a NewDay branded credit card in June 2021 (which I will refer to as A in this decision) with a £300 credit limit. Mr C was approved for another NewDay branded credit c... (3 pages)View decision -
Decision Reference DRN-5886205
17 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5886205 The complaint Mr W complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of a claim he made under his home insurance policy. Mr W is professionally represented in this complaint, but for ease of reference I have just referred to Mr W and Admiral as be... (3 pages)View decision -
Decision Reference DRN-5824977
17 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5824977 The complaint Mr Z complains that Vanquis Bank Limited (‘Vanquis’) incorrectly charged him cash advance fees and cash interest totalling £61.26 on his credit card account. Mr Z seeks a refund. What happened Mr Z used a third-party service to transfer money from his Vanquis c... (2 pages)View decision -
Decision Reference DRN-5827400
17 Nov 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5827400 The complaint Mr C complains that the reason he didn’t get a lower rate when he remortgaged with HSBC UK Bank Plc, was because of some very specific, and quite wrong, information he was given in a branch of HSBC about how to carry out that remortgage. What happened Mr C said... (4 pages)View decision -
Decision Reference DRN-5845897
17 Nov 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5845897 The complaint Mr P complains about the way Marshmallow Insurance Limited (“Marshmallow”) recorded a claim he made on his motor insurance policy. What happened Mr P raised a claim to Marshmallow in August 2024 after his vehicle was damaged by a foreign-registered lorry that ... (2 pages)View decision -
Decision Reference DRN-5729373
17 Nov 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5729373 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (RBS) wrongly reported arrears on their mortgage to the credit reference agencies. What happened Mr and Mrs S have a mortgage with RBS. They make payment at the end of the month by bank transfer followin... (3 pages)View decision -
Decision Reference DRN-5800049
17 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5800049 The complaint Miss F complains PayPal UK Ltd unfairly blocked her account and stopped her accessing the money held in her account. What happened Miss F received an email from PayPal to say it had reviewed her account, and it was permanently limiting, or blocking it. PayPal... (2 pages)View decision -
Decision Reference DRN-5936163
17 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5936163 The complaint Mr N complains that Starling Bank Limited (“Starling”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has said that betwe... (3 pages)View decision -
Decision Reference DRN-5810648
17 Nov 2025 Lendable Ltd UpheldConsumer CreditDRN-5810648 The complaint Miss M complains about a car supplied to her using a hire purchase agreement taken out with Lendable Ltd (“Lendable”). What happened In March 2025, Miss M acquired a used car using a hire purchase agreement with Lendable. The car was almost ten years old, the ... (4 pages)View decision -
Decision Reference DRN-5732295
17 Nov 2025 Tandem Bank Limited Not upheldConsumer CreditDRN-5732295 The complaint Ms B complains Tandem Bank Limited (“Tandem”) falsely claimed her account was in arrears on multiple occasions. What happened In around September 2024, Ms B took out a fixed-sum loan from Tandem to finance the purchase of some windows. She agreed to repay the ... (3 pages)View decision