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 374385 results
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Decision Reference DRN-5587171
9 Jul 2025 Hampshire Credit Union Limited Not upheldConsumer CreditDRN-5587171 The complaint Miss O complains Hampshire Credit Union Limited trading as Wessex Community Bank (WCB) treated her unfairly by reporting to credit reference agencies (CRAs) she’s in an arrangement to pay, despite her repayment plan coming to an end. What happened In early 202... (3 pages)View decision -
Decision Reference DRN-5680295
9 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5680295 The complaint Mr C’s complaint is about a joint mortgage he has with Clydesdale Bank Plc trading as Virgin Money. He is unhappy that despite a breathing space being applied to the mortgage, he received a letter about a court date, which had a detrimental effect on his alread... (4 pages)View decision -
Decision Reference DRN-5679566
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679566 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In or around 2018/19, Mr D received an unsolic... (7 pages)View decision -
Decision Reference DRN-5079469
9 Jul 2025 Personal Touch Financial Services Limited UpheldPensions and AnnuitiesDRN-5079469 The complaint Mrs H complains that Personal Touch Financial Services Limited trading as PRIMIS Mortgage Network (PRIMIS) received ongoing commission payments on her Personal Pension Plan (PPP) without providing services, causing her losses. She wants compensation for her los... (8 pages)View decision -
Decision Reference DRN-5261448
9 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5261448 The complaint Mr D is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr D fell victim to a cruel investment scam. After responding to an advert on social media w... (6 pages)View decision -
Decision Reference DRN-5633935
9 Jul 2025 One Insurance Limited UpheldInsuranceDRN-5633935 The complaint Mr G complains that One Insurance Limited (“One”) undervalued his car and deducted too much for its salvage following a claim under his car insurance policy. What happened Mr G had a motor insurance policy with One covering his car. In early 2024 he was involve... (4 pages)View decision -
Decision Reference DRN-5250213
9 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5250213 The complaint Miss B complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened Miss B paid over £7,000 in June 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commission. Miss B ha... (2 pages)View decision -
Decision Reference DRN-5541363
9 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5541363 The complaint Mr R complains that First Central Underwriting Limited cancelled his motor insurance policy as if it hadn't existed, known as avoidance. What happened Mr R initially took out a First Central policy which covered him for parts of 2022 and 2023. In early May... (4 pages)View decision -
Decision Reference DRN-5607780
9 Jul 2025 Cynergy Bank Plc Not upheldMortgagesDRN-5607780 The complaint Mr N’s complaint is about a personal loan with Cynergy Bank Plc. He complained to Cynergy Bank that he was not aware that the loan had been arranged on an interest-only basis; rather he understood it was a ten-year repayment arrangement that should have been fu... (4 pages)View decision -
Decision Reference DRN-5490394
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5490394 The complaint Mr I complains that Santander UK Plc (‘Santander’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promise... (3 pages)View decision
