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 246785 results
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Decision Reference DRN-5290166
22 May 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5290166 The complaint Mrs W complains that a car acquired under a hire purchase agreement with Blue Motor Finance Ltd (‘Blue Motor’) wasn’t of satisfactory quality. What happened In March 2023, Mrs W was supplied with a car through a hire purchase agreement with Blue Motor. The car ... (3 pages)View decision -
Decision Reference DRN-5574316
22 May 2025 Vitality Health Limited UpheldInsuranceDRN-5574316 The complaint Mrs O is unhappy that Vitality Health Limited (Vitality) declined her private medical insurance claim and applied a retrospective exclusion. Mrs O is being represented by her husband, Mr O, on this complaint. What happened Mrs O took out a private medical insur... (6 pages)View decision -
Decision Reference DRN-5453523
22 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5453523 The complaint Mr N complains Clydesdale Bank Plc trading as Virgin Money’s (Virgin) decision to lend to him was unaffordable for him. He says had Virgin verified his income and gained an understanding of his actual expenditure, which he believes they should have done, they w... (4 pages)View decision -
Decision Reference DRN-5577633
22 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5577633 The complaint Mr C complained that Haven Insurance Company Limited declined his claim under his motor insurance policy. What happened Mr C’s car was stolen and he claimed under his policy. Haven declined his claim because they said he hadn’t disclosed his second occupation ... (4 pages)View decision -
Decision Reference DRN-4987103
22 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987103 The complaint Mr K complains about Nationwide Building Society. He says that Nationwide should have done more to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened In June 2022, Mr K was contacted by an indi... (3 pages)View decision -
Decision Reference DRN-5300036
22 May 2025 Nationwide Building Society Not upheldMortgagesDRN-5300036 The complaint Mr and Mrs G complain about how Nationwide Building Society has dealt with them in their financial difficulties. What happened Mr and Mrs G have a mortgage with Nationwide. In October 2023 Mr and Mrs G applied for additional borrowing which was refused. Mr and ... (4 pages)View decision -
Decision Reference DRN-5537003
22 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5537003 The complaint Mrs B complains that The Co-operative Bank Plc won’t meet a claim under section 75 of the Consumer Credit Act 1974 (“section 75”). She has been represented by her husband, Mr B, in bringing this complaint, so where I refer to her submissions, I include those ma... (3 pages)View decision -
Decision Reference DRN-5406642
22 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5406642 The complaint Mr G has complained Revolut Ltd did nothing to stop payments he made which turned out to be part of an employment investment scam. What happened In 2023 Mr G became aware of potential job opportunities through social media and got in touch with the individuals ... (4 pages)View decision -
Decision Reference DRN-5575772
22 May 2025 Santander UK Plc Not upheldMortgagesDRN-5575772 The complaint Ms M says her ex-partner remortgaged with Santander UK Plc without her knowledge or consent. Ms M asks that Santander accepts she has nothing to do with the mortgage and ceases action for possession. What happened Santander offered a mortgage to Ms M and her ex... (3 pages)View decision -
Decision Reference DRN-5575019
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5575019 The complaint Mr C complains that Revolut Ltd won’t refund money he lost to a scam. Mr C is represented by C. For ease, I’ve referred to comments made by C as though they were made by Mr C. What happened Mr C complains that he made the following card payments as a result of ... (8 pages)View decision
