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 384131 results
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Decision Reference DRN-5963515
21 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5963515 The complaint Ms C complains that Clydesdale Bank Plc trading as Virgin Money didn’t manage her cash ISA properly, and it gave her wrong information and poor service. What happened In June 2024 Ms C opened a new fixed interest rate cash ISA with Virgin Money. She gave instru... (2 pages)View decision -
Decision Reference DRN-5619471
21 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5619471 The complaint Ms M complains that Bank of Scotland plc trading as Halifax won’t refund transactions that were made by her ex-husband without her consent. She’s also unhappy about the bank’s decision to close her accounts and not sending correspondence in larger font as previ... (4 pages)View decision -
Decision Reference DRN-5948528
21 Nov 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5948528 The complaint Mr S complains that Home Retail Group Card Services Limited trading as Argos Card irresponsibly lent to him. What happened Mr S was approved for an Argos card in August 2009, with a £1,050 credit limit. The limit was decreased to £1,010 in 2015, and it was incr... (3 pages)View decision -
Decision Reference DRN-5922873
21 Nov 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5922873 The complaint Mr M complains about the way HSBC Life (UK) Limited reviewed his policy in 2021 and required significantly higher contributions to keep the same sum assured. He complains that he wasn’t given enough time to consider his options and HSBC didn’t explain why he ha... (6 pages)View decision -
Decision Reference DRN-4954424
21 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4954424 The complaint Mr O complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) has declined to reimburse payments he made as part of a scam. What happened In March 2022, Mr O saw an advertisement on a well-known social media site. The advert featured a promi... (8 pages)View decision -
Decision Reference DRN-5892865
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5892865 The complaint Ms C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In December 2023, Ms C met a man on a dating website. They started communicating, first thr... (3 pages)View decision -
Decision Reference DRN-5906429
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5906429 The complaint Miss O complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2024, Miss O says she was told about an opportunity to invest with a trader who was a f... (3 pages)View decision -
Decision Reference DRN-5559906
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5559906 The complaint Miss T complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In October 2024, Miss T was looking to buy a car and found one she was interest in advertised online. She contacted the s... (3 pages)View decision -
Decision Reference DRN-5684097
21 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5684097 The complaint Mr B complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2024, Mr B received a phone call from someone who said they worked for an investment company and had an investment opportunity for him. ... (5 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 pages)View decision
