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 393318 results
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Decision Reference DRN-5735003
21 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5735003 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly by approving loans without doing the right checks. Mr B says that if it had done the right checks it would not have lent to him. Mr B wants full repayment of all the interes... (5 pages)View decision -
Decision Reference DRN-5563130
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5563130 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss W was approved for a Virgin Money credit card in April 2022, with a £6,800 credit limit. Miss W says that Virgin Money irresponsibly lent to her, and... (4 pages)View decision -
Decision Reference DRN-5739806
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5739806 The complaint Miss B and Mr M are unhappy with the service provided by U K Insurance Limited trading as Churchill Insurance policies (UKI) following a claim made on their home insurance policy. Miss B and Mr M are both party to this complaint. Mr M has primarily dealt with ... (3 pages)View decision -
Decision Reference DRN-5732979
21 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5732979 The complaint Mr A complains about the quality of a car he acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (CB). What happened In January 2024 Mr A acquired a used car through a conditional sale agreem... (4 pages)View decision -
Decision Reference DRN-5745099
21 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5745099 The complaint Mr and Mrs M complain that an international payment made through Nationwide Building Society (“Nationwide”) was returned resulting in the loss on the returned funds. What happened Mr and Mrs M were purchasing a property abroad and on 17 March 2025 attended a b... (4 pages)View decision -
Decision Reference DRN-5634832
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5634832 Complaint Mr M has complained about personal loans which National Westminster Bank Public Limited Company (“NatWest”) provided to him. He’s said that these loans were unaffordable and this created a cycle of him having to borrow further in order to make his repayments. Back... (6 pages)View decision -
Decision Reference DRN-5210653
21 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210653 The complaint Mr C is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr C here. What happened Both parties are familiar with the ci... (3 pages)View decision -
Decision Reference DRN-5178258
21 Aug 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5178258 The complaint The executors of the estate of Mr R have complained that because of the delays caused by Equiniti Financial Services Limited (‘EFSL’) the estate has suffered a loss of around £160,000. They would like to be compensated for the loss. The executors – Mrs D and Mr... (4 pages)View decision -
Decision Reference DRN-5579080
21 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5579080 The complaint Mr C complains that Alwyn Insurance Company Limited declined a claim on his pet insurance policy. What happened Mr C’s dog was being looked after by a friend. While there, his dog was bitten by the friend’s dog and needed treatment. Mr C claimed for the vet’s f... (3 pages)View decision -
Decision Reference DRN-5546710
21 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5546710 The complaint Mr S complains that he was mis sold a finance agreement in relation to a car that was supplied through a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (BHL). As a note, Mr S has been represented during the complaint. For ... (3 pages)View decision