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-5618371
17 Jul 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5618371 The complaint Miss D complains that Zempler Bank Limited unfairly restricted and later closed her account. What happened Around December, Miss D’s account was restricted pending a review by Zempler. The bank later issued notice in January that it would be closing Miss D’s ac... (2 pages)View decision -
Decision Reference DRN-5494587
17 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5494587 The complaint Mr W complains Inter Partner Assistance SA failed to assist when he claimed against his roadside assistance insurance policy. IPA’s been represented for the claim and complaint at points. For simplicity I’ve generally referred to the representatives’ actions a... (3 pages)View decision -
Decision Reference DRN-5338621
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5338621 The complaint Mr T complains that NewDay Ltd won’t meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after he bought a car at auction which was, he says, faulty. Because he paid for the car in part with his credit card, he says that he can bring ... (6 pages)View decision -
Decision Reference DRN-5150367
17 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5150367 The complaint Miss J complains that The Royal Bank of Scotland Plc (‘RBS’) won’t reimburse her for payments she made to a scam. Miss J’s complaint is brought by a professional representative but for ease I will refer only to Miss J in this decision. What happened The detai... (3 pages)View decision -
Decision Reference DRN-5249306
17 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5249306 The complaint Mr G has complained that Starling Bank Limited won’t refund the money he lost in what he says was a scam. What happened In January 2019, Mr G loaned £15,000 to a UK property company. He sent the money in one payment from his Starling account. Mr G initially rec... (3 pages)View decision -
Decision Reference DRN-5697235
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5697235 The complaint Mr P and Ms D’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (13 pages)View decision -
Decision Reference DRN-5325376
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325376 The complaint Mrs H, a sole trader, is unhappy that HSBC UK Bank Plc didn’t inform her when she took out a Bounce Back Loan (“BBL”) with them that she would be personally liable to repay the loan if her sole trader business stopped operating. What happened Mrs H successfully... (2 pages)View decision -
Decision Reference DRN-5512096
17 Jul 2025 Crosby Insurance Services Limited UpheldInsuranceDRN-5512096 The complaint A company, which I will refer to as “W” complains about how Crosby Insurance Service (“C”)’s dealt with the renewal of a buildings insurance policy. Ms D has brought the complaint on behalf of W, so I may refer to her below. All references to C also include its... (2 pages)View decision -
Decision Reference DRN-5086295
17 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5086295 The complaint Mr P complains about the service he has received from Clydesdale Bank Plc trading as Virgin Money (Virgin). In particular, he complains about not being able to access his cash Individual Savings Account (ISA) online and the service he has received when trying t... (6 pages)View decision -
Decision Reference DRN-5374852
17 Jul 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5374852 The complaint Mrs W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly as she could not afford to repay them. What happened Mrs W took three loans and the table gives a summary. Loan Approved Amount Repayments (... (3 pages)View decision
