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
-
Decision Reference DRN-5752871
22 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5752871 The complaint Mr and Mrs S complain that Nationwide Building Society didn’t inform them of the implications of entering into a payment arrangement on their mortgage and, in particular, the effect that would have on their credit files. What happened In 2022 Mr and Mrs S switc... (5 pages)View decision -
Decision Reference DRN-5666467
22 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5666467 The complaint Mr C complains that Hastings Insurance Services Limited (“Hastings”) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2016. Mr C acquired the car in 2023. He took out... (5 pages)View decision -
Decision Reference DRN-5374668
22 Sep 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5374668 The complaint Mr B complains, with the help of a professional third party, about the advice and service he has received from St. James's Place Wealth Management Plc (‘SJP’) in relation to his pension. Mr B says the advice he received to switch pension providers was unsu... (11 pages)View decision -
Decision Reference DRN-5771220
22 Sep 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5771220 The complaint Miss H complains that a car she acquired financed through a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality. What happened In October 2023 Miss H acquired a used car financed through a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5703330
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703330 The complaint Ms W complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) reduced her overdraft limit. What happened Ms W had an overdraft with NatWest. In January 2025, NatWest emailed Ms W to inform her it would be reducing the limit from £3,200 to £2,000.... (3 pages)View decision -
Decision Reference DRN-5685450
22 Sep 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5685450 The complaint Mrs S complains that PRA Group (UK) Limited (PRA) have treated her unfairly when dealing with her account. What happened Mrs S had a credit card with a company I’ll refer to as B. In August 2015 B sold the account to PRA group with an outstanding balance of £9... (3 pages)View decision -
Decision Reference DRN-5816199
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5816199 The complaint C has complained about Wise Payments Limited trading as Wise not refunding several payments made and lost to an authorised push payment (APP) impersonation scam. What happened As per my provisional decision, I will first highlight the eligible complainant in t... (4 pages)View decision -
Decision Reference DRN-5832742
22 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5832742 The complaint Mr K is unhappy that Vitality Health Limited hasn’t covered a claim under his private medical insurance policy (‘the policy’). What happened I issued my provisional decision earlier in September 2025 explaining why I was intending to direct Vitality to do some... (4 pages)View decision -
Decision Reference DRN-5750637
22 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5750637 The complaint Mr S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. Mr S is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr S hi... (3 pages)View decision -
Decision Reference DRN-5658116
22 Sep 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5658116 The complaint Mr F complains that Salary Finance Limited trading (SFL) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr F took out a personal loan with SFL in April 2022. The loan was for £3,200. The loan term wa... (2 pages)View decision