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-5423115
10 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5423115 The complaint Mr W has complained that Nationwide Building Society won’t refund the money he says he lost in an investment scam. What happened In spring 2022, Mr W made two card payments from his Nationwide account to his own account at a trading firm, totalling £5,000. He l... (3 pages)View decision -
Decision Reference DRN-4439897
10 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4439897 The complaint Mr and Mrs B complain about a reviewable whole of life policy they hold with Zurich Assurance Ltd (“Zurich”). Their complaint concerns a review of the policy carried out in 2021, which resulted in them having to pay a higher premium for less cover. Mr and Mrs B... (7 pages)View decision -
Decision Reference DRN-5699937
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5699937 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money processed her balance transfer request twice, causing her detriment. What happened Miss C holds a credit card account with Virgin Money. She also holds a credit card account with another provide... (4 pages)View decision -
Decision Reference DRN-5771987
10 Sep 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5771987 The complaint Mrs B’s complained that Co-op Funeral Plans Limited will continue to collect payments for her pre-paid funeral plan, even though she says she’s paid more than a funeral would cost. What happened Mrs B bought a pre-paid funeral plan from Co-op in early 2016. Sh... (2 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5735355
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5735355 The complaint Mr M complains Bank of Scotland plc trading as Halifax mishandled an international payment he instructed it to make, causing him to lose money and miss an investment opportunity. What happened Mr M said he used Halifax’s mobile banking app to transfer £40,000 t... (4 pages)View decision -
Decision Reference DRN-5809205
10 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5809205 The complaint Mr V complains that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) was misrepresented to him and of unsatisfactory quality. When I refer to what Mr V or BMWFS have sa... (5 pages)View decision -
Decision Reference DRN-5785276
10 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5785276 The complaint Miss S complains that Zurich Insurance Company Ltd declined her travel insurance claim. My references to Zurich include its claims handling agent. Miss S is represented by her mother in this complaint but for ease of reference I’ll just refer to Miss S unless ... (4 pages)View decision -
Decision Reference DRN-5771992
10 Sep 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5771992 The complaint Mr B’s complained that Co-op Funeral Plans Limited will continue to collect payments for his pre-paid funeral plan, even though he says he’s paid more than a funeral would cost. What happened Mr B bought a pre-paid funeral plan from Co-op in early 2016. He is ... (2 pages)View decision -
Decision Reference DRN-5807323
10 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5807323 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (3 pages)View decision