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 401363 results
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Decision Reference DRN-5958205
3 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5958205 The complaint Miss S says Bank of Scotland plc trading as Halifax (‘Halifax’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards her loans. And it should have recognised that, over time, her lending increase... (4 pages)View decision -
Decision Reference DRN-5990260
3 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-5990260 The complaint Mr D complains that, although he kept in touch with Nationwide Building Society and paid towards his mortgage each month while his house sold, Nationwide told Credit Reference Agencies that he’d missed these payments, so he couldn’t get a new mortgage now. What... (5 pages)View decision -
Decision Reference DRN-5704713
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5704713 The complaint Mr Y complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to him and provided him credit limit increases when they shouldn’t have. What happened Mr Y applied for a credit card with Tesco in March 2022. The application was approved... (3 pages)View decision -
Decision Reference DRN-5918993
3 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5918993 The complaint Ms O complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Ms O was approved for a Virgin Money credit card in January 2022 (which I will refer to as A in this decision), with a £23,900 credit limit. She was approve... (5 pages)View decision -
Decision Reference DRN-5955191
3 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5955191 The complaint Mr S is unhappy with that Zurich Insurance Company Ltd has declined a claim he made on his travel insurance policy and with the service he received. What happened Mr S needed emergency medical treatment whilst abroad. He’s unhappy that the claim was declined an... (4 pages)View decision -
Decision Reference DRN-5746872
3 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5746872 The complaint Mr C complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined a claim for damage to his car, and cancelled his motor insurance policy. What happened Mr C explained that when driving in Europe in July 2024 he left his car parked on the... (4 pages)View decision -
Decision Reference DRN-5990837
3 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-5990837 The complaint Mr and Mrs P complain that Nationwide Building Society has wrongly administered their mortgage. They said they weren’t able to use the Overpayment Reserve on their mortgage in the ways they’d expected, and Nationwide’s explanations of this made no sense What ha... (5 pages)View decision -
Decision Reference DRN-5944090
3 Dec 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5944090 The complaint Mr M complains that he cannot access his Interactive Investor Services Limited (‘IISL’) account. What happened Mr M contacted IISL in February 2025 as he was unable to access his account. He said he was being asked to provide a new password, but that he’d never... (3 pages)View decision -
Decision Reference DRN-5981825
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5981825 The complaint Miss B complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened The background to Miss B’s complaint is well-known to the parties, so I have summarised what I consider to be the key points. Miss B says that in late Ju... (8 pages)View decision -
Decision Reference DRN-5772375
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772375 The complaint Mr D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Fluid credit card in September 2021. In his application Mr D said he was earning £78,000 a year. Fluid calculated ... (3 pages)View decision