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 371485 results
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Decision Reference DRN-5223116
5 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5223116 The complaint Mr J has complained that Vanquis Bank Limited was irresponsible when it offered him a credit card account and later increased his credit limit. Mr J has brought his complaint via a representative but I will refer to him through for simplicity. What happened I... (3 pages)View decision -
Decision Reference DRN-5163045
5 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5163045 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy that National Westminster Bank Plc (“NatWest”) didn’t take the monthly payments for its Bounce Back Loan (“BBL”) and later defaulted the account for non-payment. S’s complaint is brought to this service ... (3 pages)View decision -
Decision Reference DRN-4844328
5 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4844328 The complaint Miss R complains that Clydesdale Bank Plc trading as Virgin Money (as the recipient bank) didn’t do enough to prevent her losing money to a scam. Miss R has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss R... (2 pages)View decision -
Decision Reference DRN-5330597
5 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5330597 The complaint Mr D complains that U K Insurance Limited trading as Direct Line (“UKI”) gave him poor service following a claim on his motor insurance policy. He complains that it didn’t provide him with a suitable courtesy car, that the repairs to his car have taken so long ... (5 pages)View decision -
Decision Reference DRN-5370310
5 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5370310 The complaint Mr V complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his application to invest in Ethical Forestry within his self-invested personal pension (‘SIPP... (23 pages)View decision -
Decision Reference DRN-4936621
5 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4936621 The complaint Mr A complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr A says that there were ongoing problems with the car shortly after he acquired it. He doesn’t think the car is fit for... (5 pages)View decision -
Decision Reference DRN-5111735
5 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111735 The complaint Mr and Mrs U complain that Lloyds Bank PLC did not handle their chargeback request properly. What happened Mr and Mrs U bought a set of self-assembly furniture from a retailer. They paid for it using a buy now pay later payment processor I will call K which was... (2 pages)View decision -
Decision Reference DRN-5350325
5 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldInsuranceDRN-5350325 The complaint Mr D complains that American Express Services Europe Limited (AESEL) mis-sold a travel insurance policy. What happened Mr D has held a credit card, provided by American Express, since 1999. He says he downgraded the card in 2011, but he was told his key benefi... (2 pages)View decision -
Decision Reference DRN-5170008
5 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5170008 The complaint Mr S has complained about a transfer of his ReAssure Limited personal pension (previously an Old Mutual policy) to a small self-administered scheme (“SSAS”) in December 2014. Mr S’ SSAS was subsequently used to invest in Parkfirst and Storefirst (investments in... (11 pages)View decision -
Decision Reference DRN-5301105
5 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5301105 The complaint Ms A complains that Bank of Scotland plc trading as Halifax flagged a payment she was trying to make as requiring additional checks. She was asked to attend the branch and subsequently the police were called, and she was caused distress and inconvenience. What... (4 pages)View decision
