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-5642166
17 Sep 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5642166 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money unfairly charged an early repayment charge (ERC) when he and his ex-wife repaid their mortgage. What happened Mr R and his ex-wife had an interest-only mortgage with Virgin Money. In 2021 they took... (3 pages)View decision -
Decision Reference DRN-5767133
17 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5767133 The complaint Mrs S has complained that Advantage Insurance Company Limited unfairly cancelled her car insurance policy. All reference to the insurer Advantage in my decision includes its agent. What happened Mrs S bought a telematics box car insurance policy with Advantage ... (2 pages)View decision -
Decision Reference DRN-5336737
17 Sep 2025 EE Limited UpheldConsumer CreditDRN-5336737 The complaint Mrs L complains about the balance of a fixed sum loan agreement with EE Limited. What happened In December 2023, EE received an application in Mrs L’s name, for a fixed sum loan agreement. The loan was used to pay for a brand new mobile telephone device with a ... (5 pages)View decision -
Decision Reference DRN-5663158
17 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5663158 The complaint Mr P has complained that Admiral Insurance (Gibraltar) Limited unfairly applied a negative credit marker against his record when he made a late payment under his multi car and home insurance policies. What happened Mr P owed a premium under his multi insurance ... (2 pages)View decision -
Decision Reference DRN-5779937
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5779937 The complaint Ms C complains that National Westminster Bank Public Limited Company (“NatWest”) misled her about how they would administer her account if she took a temporary payment holiday on her personal loan. What happened Ms C fell into arrears on her NatWest loan when s... (4 pages)View decision -
Decision Reference DRN-5734410
17 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5734410 The complaint Mr G is unhappy with TSB Bank plc. Mr G wanted to close his accounts with TSB and transfer his funds to a new bank. But he found TSB’s processes unreasonable. Mr G thinks TSB should have made things easier for him. Mr G has a representative, but for ease I sha... (3 pages)View decision -
Decision Reference DRN-5781226
17 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5781226 The complaint Miss N complains that Moneybarn No. 1 Limited trading as Moneybarn irresponsibly gave her a conditional sale agreement she couldn’t afford to repay. What happened In September 2020, Miss N acquired a used car paid for by a conditional sale agreement from Moneyb... (4 pages)View decision -
Decision Reference DRN-5823248
17 Sep 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5823248 The complaint A company, which I’ll refer to as S, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted its access to its funds and stock. What happened S is a seller on Amazon. The company complains that funds in its seller account have been withheld in... (3 pages)View decision -
Decision Reference DRN-5823103
17 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5823103 The complaint Mr R complains that Wise Payments Limited, trading as Wise, won’t refund the money he lost when he fell victim to an investment scam. Mr R was initially represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed backg... (10 pages)View decision -
Decision Reference DRN-5636201
17 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5636201 The complaint Mr D and Mrs D are unhappy with the service provided by U K Insurance Limited trading as Direct Line Select (UKI) following a claim made on their home insurance policy. Mr D and Mrs D are both party to this complaint. Mr D has primarily dealt with this service... (3 pages)View decision