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 381196 results
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Decision Reference DRN-5691513
14 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5691513 The complaint Mr K has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr K bought an amplifier and speaker from a supplier (who I’ll refer to as G), in ... (5 pages)View decision -
Decision Reference DRN-5690609
14 Jul 2025 Vodafone Limited UpheldConsumer CreditDRN-5690609 The complaint Mrs N has complained about the quality of a phone she bought using a fixed sum loan agreement with Vodafone Limited. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But to summarise,... (4 pages)View decision -
Decision Reference DRN-5626417
14 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5626417 The complaint Mr S complains about his insurer Advantage Insurance Company Limited (Advantage) declining a claim under his motor insurance policy following the theft of his vehicle. Any references to Advantage in this decision includes its agents. What happened Mr S took o... (5 pages)View decision -
Decision Reference DRN-5644355
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5644355 The complaint Mr P has complained about the quality of a car he bought, in part using his NewDay Ltd credit card. What happened In May 2023, Mr P bought a used car. He paid the deposit using his NewDay credit card. Unfortunately, in May 2024, the car broke down as the timing... (3 pages)View decision -
Decision Reference DRN-5503423
14 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5503423 The complaint Mrs M complains Barclays Bank UK PLC won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (3 pages)View decision -
Decision Reference DRN-5691334
14 Jul 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5691334 The complaint Mrs T complains about Zurich Insurance Plc’s handling of her buildings Insurance claim. Various parties have provided input to this claim. For ease, I’ve referred to some of them below as follows: “B” – A company engaged to test the property for mould/contamina... (10 pages)View decision -
Decision Reference DRN-5623247
14 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5623247 The complaint S, a limited company, complain of difficulties in accessing their Starling Bank Limited account when they were without access to the app. S is represented by a director, Mr I. What happened S holds an account with Starling. In January 2025 Mr I had difficultie... (2 pages)View decision -
Decision Reference DRN-5623395
14 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5623395 The complaint Mrs S and Mr S complain about how esure Insurance Limited (esure).declined a claim under their motor insurance policy and cancelled their policy. References to esure in this decision include their agents. What happened In July 2024 Mrs S and Mr S were driving... (4 pages)View decision -
Decision Reference DRN-5252758
14 Jul 2025 Moneybarn Limited Not upheldConsumer CreditDRN-5252758 The complaint Miss M complains about the quality of a car she acquired, using finance from Moneybarn Limited (Moneybarn). What happened In March 2024 Miss M entered into a finance agreement with Moneybarn. This was for a used car that was almost seven years old and had don... (3 pages)View decision -
Decision Reference DRN-5657840
14 Jul 2025 Resolution Compliance Limited Not upheldInvestmentsDRN-5657840 The complaint Mr G complains about issues he had when trying to close an account he held with Resolution Compliance Limited (RCL). What happened Mr G held a stock trading account that needed to be closed because as he had left the country and was no longer eligible for the a... (2 pages)View decision
