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-5742182
22 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5742182 The complaint Mr B has complained that Alwyn Insurance Company Limited unfairly cancelled his car insurance policy. What happened Mr B bought a car insurance policy with the insurer, Alwyn in March 2025. Alwyn said a database that insurers use showed that Mr B had a policy t... (3 pages)View decision -
Decision Reference DRN-5629562
22 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5629562 The complaint Miss R complains that Shop Direct Finance Company Limited trading as very (Shop Direct) lent to her irresponsibly. What happened Miss R opened a credit card account with Shop Direct on 17 March 2023 with a credit limit of £300. No further limit increases were ... (3 pages)View decision -
Decision Reference DRN-5821421
22 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5821421 The complaint Mr H complains about the administration of a conditional sale agreement he had with Volvo Car Financial Services UK Limited (‘Volvo’). Mr H says that Volvo didn’t provide full information when he started the finance about how he could surrender it early. And wh... (3 pages)View decision -
Decision Reference DRN-5726228
22 Sep 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5726228 The complaint Mr W is unhappy with how Zilch Technology Limited (Zilch) administered refunds on his account with it. What happened Mr W says that he became aware refunds for multiple purchases he had made on his Zilch account hadn’t been returned to him. He therefore complai... (3 pages)View decision -
Decision Reference DRN-5831496
22 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5831496 The complaint This complaint is about a mortgage Mr M holds with Barclays Bank UK PLC. The essence of the complaint is that he believes Barclays mis-handled a temporary switch to interest-only under the provisions of the Mortgage Charter. Mr M say that as a result he was “ej... (4 pages)View decision -
Decision Reference DRN-5756534
22 Sep 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5756534 The complaint Mrs S, the administrator of the estate of her late son Mr H, complains on behalf of the estate about how Lenvi Servicing Limited has handled her attempts to redeem Mr H’s help to buy shared equity loan. What happened The late Mr H bought a property with the aid... (4 pages)View decision -
Decision Reference DRN-5558793
22 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5558793 The complaint Miss T complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) irresponsibly provided her with a credit card. What happened Virgin Money provided Miss T with a credit card with a limit of £6,800 in July 2023. It appears the credit limit was... (4 pages)View decision -
Decision Reference DRN-5831453
22 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5831453 The complaint Miss N has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened In summary, after helping her sort out a mortgage, Miss N’s mortgage adviser introduced her to a cryptocurrency investment schem... (4 pages)View decision -
Decision Reference DRN-5831092
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5831092 The complaint Mrs N complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to an investment romance scam. Mrs N is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened Mrs N explains that she dec... (12 pages)View decision -
Decision Reference DRN-5804096
22 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5804096 The complaint Mr B and Ms C have complained that AXA Insurance UK Plc declined a claim they made for storm damage to their driveway. What happened Mr B and Ms C held a home insurance policy underwritten by AXA. In December 2025 Mr B and Ms C made a claim to AXA for storm da... (4 pages)View decision