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 381082 results
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Decision Reference DRN-5439619
23 Jul 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5439619 The complaint Mr W is complaining about North Edinburgh and Castle Credit Union trading as Castle Community Bank (CCB). He’s unhappy about the way they treated him when he was in financial difficulties and the impact this has had on his credit file. What happened CCB lent Mr... (3 pages)View decision -
Decision Reference DRN-5710828
23 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5710828 The complaint Mr B complains that Nationwide Building Society froze his account after bankruptcy. And that it delayed in unfreezing it and failed to help him whilst the account was frozen. What happened In February 2025, Mr B’s bankruptcy notice was published in the relevan... (2 pages)View decision -
Decision Reference DRN-5708036
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5708036 The complaint Mr W complains that PayPal UK Ltd unfairly closed his account. He wants PayPal to provide an explanation for its actions. What happened In August 2022, PayPal reviewed Mr W’s account. Following its review PayPal told Mr W that a permanent limitation had been a... (2 pages)View decision -
Decision Reference DRN-5577459
23 Jul 2025 Equifax Limited Not upheldConsumer CreditDRN-5577459 The complaint Miss P complains Equifax Limited merged her credit file with another person, causing information on her credit file to be reflected incorrectly. What happened Miss P contacted Equifax, as she said another person’s personal data was showing on her credit file. T... (4 pages)View decision -
Decision Reference DRN-5710796
23 Jul 2025 British Gas Insurance Limited UpheldInsuranceDRN-5710796 The complaint Mr and Mrs M have complained about their property emergency care insurer British Gas Insurance Limited because it declined their claim for a broken pipe. They are also unhappy about how it handled matters prior to declining the claim. What happened Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-5463948
23 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5463948 The complaint Mr L complains about a car supplied to him using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In March 2024, Mr L acquired a used car using a hire purchase agreement with Startline. The car was around ni... (5 pages)View decision -
Decision Reference DRN-5429211
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5429211 The complaint Mr K complains National Westminster Bank Public Limited Company unfairly delayed the processing of transfers made from his account. What happened Mr K held a NatWest account. On 19 September 2024 Mr K sent £100 to another bank account in Pakistan. The account ... (3 pages)View decision -
Decision Reference DRN-5635101
23 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5635101 Complaint Mr A has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr A is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr A’s account were unfair as there was a ... (5 pages)View decision -
Decision Reference DRN-5710643
23 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5710643 The complaint Mrs R has complained about her property insurer AXA Insurance UK Plc, she thinks it caused delays and acted poorly, when handling her subsidence claim, which all had an effect on her renewal premium. What happened Mrs R made a subsidence claim to AXA in Octobe... (8 pages)View decision -
Decision Reference DRN-5657313
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5657313 The complaint Ms D complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) has failed to send her important documents regarding her mortgage account following her separation from the joint account holder, despite having repeatedly requested these. What happen... (4 pages)View decision
