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 367300 results
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Decision Reference DRN-4918608
16 May 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4918608 The complaint A complains that ClearBank Limited (Tide) is refusing to refund the amount lost as the result of a scam. To keep things simple, I will refer to A throughout my decision. What happened The background of this complaint is well known to all parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5497504
16 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5497504 The complaint Mr K has complained that U K Insurance Limited (UKI) unfairly told him it was refusing a motor insurance claim it had already settled in his favour. It added that he must repay that settlement together with its costs incurred in investigating the matter. What h... (4 pages)View decision -
Decision Reference DRN-5542681
16 May 2025 Mayfair Capital Limited UpheldPensions and AnnuitiesDRN-5542681 The complaint Mr W has complained that Mayfair Capital Limited (‘MCL’) advised him to invest his pension fund in assets that were not suitable for him. Mr W’s complaint has been brought on his behalf by a representative. What happened I have previously issued a provisional ... (7 pages)View decision -
Decision Reference DRN-5499517
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5499517 The complaint Mr S complains the IT outage at Barclays Bank UK PLC stopped him paying money off his credit card. What happened Mr S wanted to pay £2,000 off his credit card over the weekend of 31 January to 2 February 2025 but couldn’t because Barclays had an IT outage. Mr... (3 pages)View decision -
Decision Reference DRN-5480988
16 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5480988 The complaint Mr M complains that Clydesdale Bank Plc, trading as Virgin Money, lent to him irresponsibly. Mr M is supported in bringing this complaint by a representative. But, for ease, I’ll refer to Mr M throughout. What happened Virgin Money provided Mr M with a credit... (3 pages)View decision -
Decision Reference DRN-5039739
16 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5039739 The complaint Mr S complains about the quality of a used van he acquired through a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). Mr S says he has had problems with the van from the start. And it has now broken down. He doesn’t think it is of satisfactor... (4 pages)View decision -
Decision Reference DRN-5366156
16 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5366156 The complaint Mr G complains that The Royal Bank of Scotland Plc (RBS) lent to him irresponsibly. What happened Mr G has had a number of loans from RBS as follows: Date Loan No Amount Term Monthly repayment Repaid 9 Dec 2015 Loan 1 £2,000 60 months £58.28 25 Jan 2016 25 Jan... (5 pages)View decision -
Decision Reference DRN-5561357
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5561357 The complaint Mr C complains Nationwide Building Society didn’t do enough to help get a refund for a transaction made on his debit card. What happened In December 2023, Mr C purchased flights, paying with his debit card. Mr C then decided not to go ahead with the trip and c... (4 pages)View decision -
Decision Reference DRN-5538356
16 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5538356 The complaint Mrs W complains that Lloyds Bank UK plc (‘Lloyds’) unfairly declined her loan application and blocked her bank account. Mrs W wants Lloyds to recognise the distress they’ve caused her and grant her loan application. What happened Mrs W complained to Lloyds, a... (4 pages)View decision -
Decision Reference DRN-5484480
16 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5484480 The complaint Ms M complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Ms M was approved for a Virgin Money credit card in June 2022 with a £2,400 credit limit. Ms M says Virgin Money irresponsibly lent to her. Ms M made a... (3 pages)View decision
