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-5660246
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5660246 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limits. What happened Mr T applied for an Aqua credit card in February 2022. In his application, Mr T said he was employed w... (4 pages)View decision -
Decision Reference DRN-5791588
15 Sep 2025 JOHN CLARK (ABERDEEN) LIMITED Not upheldInsuranceDRN-5791588 The complaint Mr P complains that John Clark (Aberdeen) Limited (“JCAL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr P’s c... (5 pages)View decision -
Decision Reference DRN-5811256
15 Sep 2025 ReAssure Life Limited UpheldInsuranceDRN-5811256 The complaint Ms H complains about ReAssure Life Limited’s actions in relation to a claim she wanted to make on her life and critical illness insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here.... (3 pages)View decision -
Decision Reference DRN-5517326
15 Sep 2025 Blemain Finance Limited UpheldMortgagesDRN-5517326 The complaint Miss E complains about her second charge secured loan, or second mortgage, with Blemain Finance Limited, trading as Together. She says that Together failed to ask her trustee in bankruptcy for payments towards the loan, and has unfairly sought to take possessio... (3 pages)View decision -
Decision Reference DRN-5769442
15 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5769442 The complaint Mr K complains that he was unable to access his online banking while living abroad. As a result, he couldn’t properly operate his account held with Nationwide Building Society, and he says this led to a delay in him moving home. Mr K also complains about the ti... (2 pages)View decision -
Decision Reference DRN-5613143
15 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5613143 The complaint Ms S is unhappy with BUPA Insurance Limited’s decision to apply an excess to her treatment. She’s also unhappy with the way it handled her claim. What happened Ms S has private medical insurance with BUPA. She also has another policy which offers similar benefi... (3 pages)View decision -
Decision Reference DRN-5817733
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5817733 The complaint Ms O 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 O fell victim to a cruel job scam. After being contacted by a recruiter using a messaging app... (6 pages)View decision -
Decision Reference DRN-5646442
15 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5646442 The complaint Mr W complains that a car he acquired through a hire purchase agreement financed by Black Horse Limited (‘BHL’) is of unsatisfactory quality. Mr W is represented in this complaint but for ease of reference I have referred to Mr W as the eligible complainant thr... (2 pages)View decision -
Decision Reference DRN-5536356
15 Sep 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5536356 The complaint Miss F complains that National Savings and Investments (NS&I) sent prize warrants to an incorrect address and about the customer service she received in connection with this. Miss F was represented in this complaint by her mother but for ease in this decis... (3 pages)View decision -
Decision Reference DRN-5758218
15 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5758218 The complaint Mr R has complained that Lendable Ltd (Lendable) is holding him liable for a loan that he did not consent to. What happened Mr R said he was coerced into taking the loan when fraudsters came into his home and threatened him. Mr R said they obtained personal i... (5 pages)View decision