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-5584851
17 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5584851 The complaint Miss O complains that Zopa Bank Limited trading as Zopa lent irresponsibly to her by giving her a loan she couldn’t afford to repay. What happened In March 2023 Zopa agreed a £10,000 loan. The loan was due to be repaid over 36 months with a monthly repayment of... (3 pages)View decision -
Decision Reference DRN-5784896
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5784896 The complaint Miss A complains Revolut Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Three payments were paid into Miss A’s Revolut account on 19 February 2025 - two payments of £50 and one payment of £... (3 pages)View decision -
Decision Reference DRN-5683109
17 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5683109 The complaint Mr V is unhappy that Accredited Insurance (Europe) Limited (“AIL”) declined his claim for his lost watch. When I refer to what Mr V or what AIL said or did, it should be taken to include things said or done on their behalf. What happened The background to this ... (3 pages)View decision -
Decision Reference DRN-5823475
17 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5823475 The complaint Mr R complains that the car he acquired through Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality. He wants it to accept rejection of the car and then cancel the credit agreement. What happened... (5 pages)View decision -
Decision Reference DRN-5325409
17 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5325409 The complaint Mr H complains Nationwide Building Society (‘Nationwide’) won’t reimburse £20,000 which was lost when he says he fell victim to an investment scam. What happened The background to this complaint is well-known to all parties. So, I will only provide a brief ove... (3 pages)View decision -
Decision Reference DRN-5823432
17 Sep 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5823432 The complaint Mr and Mrs E complained that Arch Insurance (UK) Limited (Arch) unfairly declined the claim they made under their travel insurance policy. What happened I issued a provisional decision on this matter earlier this month, part of which is copied below: “Mr and ... (3 pages)View decision -
Decision Reference DRN-5742478
17 Sep 2025 Lloyds Bank PLC UpheldMortgagesDRN-5742478 The complaint This complaint is about a mortgage Mr H holds with Lloyds Bank PLC. There are three broad strands to the complaint, which I summarise in my own words as follows: • Lloyds granted a further advance irresponsibly, by taking overtime payments recorded on three we... (9 pages)View decision -
Decision Reference DRN-5580857
17 Sep 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5580857 The complaint Mr H complains Salary Finance Loans Limited (SFLL) acted irresponsibly by failing to undertake a reasonable assessment of his creditworthiness prior to approving him for credit. Mr H is represented in this complaint by a claims management company but, for ease,... (4 pages)View decision -
Decision Reference DRN-5408249
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5408249 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost after making an authorised push payment (‘APP’) on two occasions in 2019. Mr T referred his complaint to this service with the help of a professi... (5 pages)View decision -
Decision Reference DRN-5694229
17 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5694229 The complaint Mr D complains Aviva Insurance Limited (Aviva) declined the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In December 2024 Mr D reported a claim... (4 pages)View decision