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 386796 results
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Decision Reference DRN-5941692
22 Dec 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5941692 The complaint Mrs P complains about the quality of a car she acquired under a hire agreement with RCI Financial Services Limited trading as Nissan Financial Services (NFS). When I refer to what Mrs P and NFS said or did, it should also be taken to include things said or don... (5 pages)View decision -
Decision Reference DRN-6039470
22 Dec 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-6039470 The complaint Mr W complains about the way Clydesdale Bank Plc trading as Virgin Money took possession of his mortgaged property. What happened In 2015 Mr W took a mortgage with Virgin Money in joint names with another account holder – who is not a party to this complaint. I... (8 pages)View decision -
Decision Reference DRN-5939992
22 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5939992 The complaint Miss W complains that Admiral Insurance (Gibraltar) Limited avoided her travel insurance policy due to misrepresentation and turned down her claim as a result of this. What happened On 1 November 2024, Miss W took out a single trip travel insurance policy with... (3 pages)View decision -
Decision Reference DRN-5961384
22 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5961384 The complaint Mr A complains HSBC UK Bank Plc (HSBC) failed to protect his account and discriminated against him when he raised concerns about transactions made on his account without his consent. What happened Mr A complains about how he was treated by HSBC when he reporte... (3 pages)View decision -
Decision Reference DRN-6008365
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6008365 The complaint Mr N complained that the way Barclays Bank UK PLC has chosen to combat financial crime is fundamentally unreasonable and disproportionate. What happened A credit payment from another Barclays’ customer into Mr N’s account was flagged by Barclays’ automated sys... (4 pages)View decision -
Decision Reference DRN-6039448
22 Dec 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-6039448 The complaint Miss D is unhappy with PayPal (Europe) S.a.r.l et Cie, S.C.A trading as PayPal (‘PayPal’) and how they have handled her revolving credit account. What happened I issued my provisional decision to both parties explaining why I thought Miss D’s complaint should ... (5 pages)View decision -
Decision Reference DRN-5979060
22 Dec 2025 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5979060 The complaint Mr H and Mrs H are unhappy with Ecclesiastical Insurance Office Plc’s (Ecclesiastical) decision to decline part of their claim made under their holiday home insurance policy. Any references to Ecclesiastical include its agents. What happened In March 2020 Mr ... (2 pages)View decision -
Decision Reference DRN-6033939
22 Dec 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-6033939 The complaint Mr P and Mrs P complain about the settlement Red Sands Insurance Company (Europe) Limited (Red Sands) has paid to settle the claim they made under their travel insurance policy. This complaint has been brought by both Mr P and Mrs P, but as Mr P has been leadin... (5 pages)View decision -
Decision Reference DRN-5806266
22 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5806266 The complaint A company, which I’ll refer to as M, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted the company’s access to its funds. What happened M is a seller on Amazon. The company complains that funds in its seller account have been withheld in... (3 pages)View decision -
Decision Reference DRN-5910605
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditThe complaint Mr S complains about the quality of a car he acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED (BMWFin). When I refer to what Mr S and BMWFin said or did, it should also be taken to include things said or done on their behalf. What happened In ... (5 pages)View decision
