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 380824 results
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Decision Reference DRN-5847983
22 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5847983 The complaint Mr and Mrs S are unhappy with the changes made by Aviva Insurance Limited (Aviva) to their travel policy terms and conditions. What happened Mr and Mrs S had an annual multi-trip travel insurance policy alongside her bank current account. The policy was underwr... (3 pages)View decision -
Decision Reference DRN-5640796
22 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5640796 The complaint Mrs C complains that Gain Credit LLC trading as Lending Stream irresponsibly lent to her. What happened Lending Stream lent Mrs C a loan in August 2024, the loan was for £240 with a six-month term. The highest monthly instalment was £85.64. Mrs C complained t... (3 pages)View decision -
Decision Reference DRN-5802874
22 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5802874 The complaint S a limited company complains Clydesdale Bank Plc trading as Virgin Money unfairly closed it’s account and released its funds in the incorrect currency. S is represented by its director – Mr P. What happened The facts of the complaint are well known to both p... (4 pages)View decision -
Decision Reference DRN-5699775
22 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5699775 The complaint Mr and Mrs W complain that Nationwide Building Society blocked their joint account for 70 days causing distress and inconvenience and financial loss. What happened Mr and Mrs W have a joint account with Nationwide which they managed with the help of family memb... (2 pages)View decision -
Decision Reference DRN-5863945
22 Oct 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5863945 The complaint Mr P has complained about Hiscox Insurance Company Limited’s decision to not meet his claim following an incident. Mr P was involved in an incident with another driver. Hiscox said Mr P had exceeded the mileage limit endorsement under his car insurance policy. ... (6 pages)View decision -
Decision Reference DRN-5895163
22 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5895163 The complaint Mr R is complaining about how North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) reported his loan to credit reference agencies (CRAs). What happened In September 2022, CCB granted Mr R a £3,000 loan. The term was two years, ... (3 pages)View decision -
Decision Reference DRN-5856780
22 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5856780 The complaint The estate of Ms I has complained about the service provided by Bank of Scotland plc trading as Birmingham Midshires following the death of Ms I. The estate is being represented in bringing this complaint by Mrs H in her capacity as Administrator. Any reference... (6 pages)View decision -
Decision Reference DRN-5694891
22 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5694891 The complaint Ms O has complained about Advantage Insurance Company Limited’s decision to settle a claim by a third party against her under her car insurance policy. What happened A third party accused Ms O of hitting his car with her car when she was driving past it. His re... (2 pages)View decision -
Decision Reference DRN-5594020
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5594020 The complaint Mr D complains that Revolut Ltd refused an application for an account. What happened Mr D applied for an account with Revolut in 2025. But Revolut says he’d previously had an account with them which it closed in February 2021. It says this means he cannot open ... (2 pages)View decision -
Decision Reference DRN-5899923
22 Oct 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5899923 The complaint Mr L complains that Northern Bank trading as Danske Bank didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened Mr L was introduced by a friend to ... (4 pages)View decision
