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 380824 results
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Decision Reference DRN-5785008
2 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5785008 The complaint Mr C complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr C was provided with a £15,000 loan by Zopa in May 2024. The loan term was 60 months and Mr C was required to make monthly repayments of £347.69. Mr C said that Zopa ... (2 pages)View decision -
Decision Reference DRN-5704445
2 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5704445 The complaint Mr B has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under his home insurance policy. What happened Mr B made a claim for damage to a hob. When Lloyds assessed the claim, it said the hob would be considered as part of... (2 pages)View decision -
Decision Reference DRN-5854810
2 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5854810 The complaint Miss M complains Nationwide Building Society has acted unfairly by not refunding a payment she made using her credit card. What happened In August 2024, Miss M made two payments for a four-day safari using her Nationwide credit card. The first payment was made ... (9 pages)View decision -
Decision Reference DRN-5638779
2 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5638779 The complaint Mr C complains that J.P. Morgan Europe Limited trading as Chase didn’t provide a good service when he wanted to make a faster payment. What happened Mr C phoned Chase when he wanted to make a payment for £14,800. He is unhappy that after being directed to use ... (3 pages)View decision -
Decision Reference DRN-5728005
2 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5728005 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. What happe... (4 pages)View decision -
Decision Reference DRN-5403917
2 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5403917 The complaint Miss M complains that Bank of Scotland plc (‘Bank of Scotland’) hasn’t refunded the money she lost to an authorised push payment (‘APP’) visa application scam. Miss M referred her complaint to this service with the help of a professional representative. Howeve... (3 pages)View decision -
Decision Reference DRN-5659595
2 Oct 2025 Arval UK Limited UpheldConsumer CreditDRN-5659595 The complaint Mr K is unhappy that Arval UK Limited delayed in collecting a car they’d supplied him, after he terminated a regulated hire agreement early. Mr K has been represented during the claim and complaint process by Mrs K. For ease of reference, where appropriate, I... (3 pages)View decision -
Decision Reference DRN-5854015
2 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5854015 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (‘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 1974 (‘CCA’). (2) D... (2 pages)View decision -
Decision Reference DRN-5846052
2 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5846052 The complaint Mr G complains about the settlement Admiral Insurance (Gibraltar) Limited (Admiral) has paid him following a claim he made under his building insurance policy. He also complains about the way his claim was handled. What happened The circumstances of this compla... (7 pages)View decision -
Decision Reference DRN-5851000
2 Oct 2025 Phoenix Life Limited UpheldInsuranceDRN-5851000 The complaint Mr R complains about how Phoenix Life Limited dealt with premium increases over the time he has held a Progressive Protection Plan, and believes the increases are disproportionate to the level of cover the policy provides. Mr R has also raised concerns about th... (5 pages)View decision
