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 375119 results
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Decision Reference DRN-5782713
2 Sep 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5782713 The complaint Mr B complains that Intrum UK Limited (Intrum) have treated him unfairly by rereporting a default on his credit file which had previously been removed. What happened Mr B’s complaint centres around a loan account he took out with a business I’ll refer to as Z. ... (3 pages)View decision -
Decision Reference DRN-5786180
2 Sep 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5786180 The complaint Mr D, who has a visual impairment, complains that Equiniti Financial Services Limited failed to adequately signpost the adjustments that they were able to make to their share dealing service in a timely manner that could assist him when using their offering. W... (7 pages)View decision -
Decision Reference DRN-5722981
2 Sep 2025 United Trust Bank Limited Not upheldMortgagesDRN-5722981 The complaint Miss R complains about the additional interest and fees that United Trust Bank Limited applied to her mortgage account. What happened Miss R took out a mortgage with UTB in early 2021 for £32,990.00 repayable over 30 years. In November 2024 Miss R got a redemp... (3 pages)View decision -
Decision Reference DRN-5791899
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791899 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr C said he was looking for work w... (5 pages)View decision -
Decision Reference DRN-5790733
2 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5790733 The complaint Mr I complains about AXA PPP Healthcare Limited’s decision to turn down his private medical insurance claim, and its refusal to cover the cost of an MRI scan. What happened On 6 October 2023, Mr I joined his employer’s private medical insurance scheme. The sch... (5 pages)View decision -
Decision Reference DRN-5773950
2 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5773950 The complaint Mr M complains that Great Lakes Insurance UK Limited declined his travel insurance claim. My references to Great Lakes include its claims handling agent. What happened Mr M had an annual travel insurance policy insured by Great Lakes. He complains that Great L... (3 pages)View decision -
Decision Reference DRN-5707736
2 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5707736 The complaint Mr I complains that the correct Vehicle Exercise Duty (VED) was not incorporated into the order for a car he was financing through an agreement brokered by Volvo Car UK Limited (Volvo). What happened The detailed background to this complaint is well known to bo... (2 pages)View decision -
Decision Reference DRN-5771290
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5771290 The complaint Mr W complains about unrecognised payments from his Santander UK Plc account. What happened Mr W deposited £85,000 into his account in November 2017. He says the funds were from the sale of a property. Around September 2023, following receipt of his account sta... (3 pages)View decision -
Decision Reference DRN-5782345
2 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5782345 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘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... (3 pages)View decision -
Decision Reference DRN-5776985
2 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5776985 The complaint Mr M is unhappy that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) provided incorrect information relating to a missed credit card payment. What happened Mr M had a credit card account with Virgin with a £2,000 credit limit. His statement dated 3 Nove... (2 pages)View decision
