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 381196 results
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Decision Reference DRN-5864235
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5864235 The complaint Mr and Mrs C complain that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) are unfairly reporting missed payments on their credit files in relation to a current account they have with it. What happened In December 2024, Mr and Mrs C say that they had an... (4 pages)View decision -
Decision Reference DRN-5824375
7 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5824375 The complaint Mrs B complains about the way Highway Insurance Company Limited (“Highway”) dealt with a theft claim she made under her motor insurance policy. What happened Mrs B held a motor insurance policy with Highway. She reported a claim to them in September 2023 when ... (5 pages)View decision -
Decision Reference DRN-5759640
7 Oct 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5759640 The complaint Mr and Mrs K complain about how Astrenska Insurance Limited (T/A Collinson Insurance) handled and settled a claim they made under their appliance warranty insurance when their oven broke. They also say they were misled about the terms and conditions of their po... (7 pages)View decision -
Decision Reference DRN-5827672
7 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5827672 The complaint Mrs P complains about the settlement Red Sands Insurance Company (Europe) Limited (Red Sands) paid to settle the claim she made under her travel insurance policy. She also complains about the way it handled her claim. Mrs P is being represented in this complain... (5 pages)View decision -
Decision Reference DRN-5826994
7 Oct 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5826994 The complaint Miss G complains about Nationwide Building Society’s handling of her current account and loan. What happened Miss G had a disputed loan with Nationwide for £25,000 which was taken out in November 2022. It required monthly repayments of £810.20. Nationwide looke... (4 pages)View decision -
Decision Reference DRN-5864037
7 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5864037 The complaint This complaint is about a mortgage held by the late Miss B with Santander UK Plc. The essence of the complaint is about Santander’s action to recover the debt. Miss B’s daughter, Miss M, brings the complaint in her capacity as executor of Miss B’s estate. She i... (5 pages)View decision -
Decision Reference DRN-5863598
7 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5863598 The complaint Mr T complains about the quality of a car V12 supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll provide a summary. Mr T entered ... (11 pages)View decision -
Decision Reference DRN-5663517
7 Oct 2025 Elderbridge Limited Not upheldMortgagesDRN-5663517 The complaint Mr and Mrs O complain that Elderbridge Limited hasn’t treated them fairly, because it didn’t send them statements for their second charge secured loan each year or tell them how it was treating interest on the loan, the loan balance is much higher than it shoul... (4 pages)View decision -
Decision Reference DRN-5674224
7 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5674224 The complaint Mr H complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (2 pages)View decision -
Decision Reference DRN-5689343
7 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5689343 The complaint Mr S is unhappy that Vanquis Bank Limited failed to adequately support him when he had financial difficulties and failed to provide him with adequate notice of a default. What happened Mr S had a credit card with Vanquis and, in December 2023, he complained to... (6 pages)View decision
