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 376696 results
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Decision Reference DRN-5769442
15 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5769442 The complaint Mr K complains that he was unable to access his online banking while living abroad. As a result, he couldn’t properly operate his account held with Nationwide Building Society, and he says this led to a delay in him moving home. Mr K also complains about the ti... (2 pages)View decision -
Decision Reference DRN-5613143
15 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5613143 The complaint Ms S is unhappy with BUPA Insurance Limited’s decision to apply an excess to her treatment. She’s also unhappy with the way it handled her claim. What happened Ms S has private medical insurance with BUPA. She also has another policy which offers similar benefi... (3 pages)View decision -
Decision Reference DRN-5817733
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5817733 The complaint Ms O is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms O fell victim to a cruel job scam. After being contacted by a recruiter using a messaging app... (6 pages)View decision -
Decision Reference DRN-5646442
15 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5646442 The complaint Mr W complains that a car he acquired through a hire purchase agreement financed by Black Horse Limited (‘BHL’) is of unsatisfactory quality. Mr W is represented in this complaint but for ease of reference I have referred to Mr W as the eligible complainant thr... (2 pages)View decision -
Decision Reference DRN-5536356
15 Sep 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5536356 The complaint Miss F complains that National Savings and Investments (NS&I) sent prize warrants to an incorrect address and about the customer service she received in connection with this. Miss F was represented in this complaint by her mother but for ease in this decis... (3 pages)View decision -
Decision Reference DRN-5758218
15 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5758218 The complaint Mr R has complained that Lendable Ltd (Lendable) is holding him liable for a loan that he did not consent to. What happened Mr R said he was coerced into taking the loan when fraudsters came into his home and threatened him. Mr R said they obtained personal i... (5 pages)View decision -
Decision Reference DRN-5791507
15 Sep 2025 QIC Europe Ltd Not upheldInsuranceDRN-5791507 The complaint Miss W, trading as a business I will refer to as S, complains about the decision of QIC Europe Ltd to decline her business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary of... (3 pages)View decision -
Decision Reference DRN-5337166
15 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5337166 The complaint Mr G, who is represented, complains that National Westminster Bank PLC (‘NatWest’) wouldn’t reimburse him money he lost from fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In Apr... (3 pages)View decision -
Decision Reference DRN-5786398
15 Sep 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5786398 The complaint Mr and Mrs J’s mortgage with Clydesdale Bank Plc trading as Yorkshire Bank has fallen into arrears. They complain it was mis-sold, and complain that Yorkshire hasn’t offered any help or support to make the mortgage more affordable. What happened In 2017 Mr and ... (3 pages)View decision -
Decision Reference DRN-5727213
15 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5727213 The complaint This complaint is about a mortgage Mr E holds with Topaz Finance Limited trading as Heliodor Mortgages (Heliodor). The complaint relates primarily to how Heliodor has dealt with Mr E’s requests for help during an extended period of financial hardship which has ... (2 pages)View decision
