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 371633 results
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Decision Reference DRN-5530999
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5530999 The complaint Ms M complains that Bank of Scotland plc did not properly protect her when she made a large number of card payments to a gambling website. The bank trades in this case under its Halifax brand. What happened Between October 2023 and January 2024 Ms M made 199 ca... (2 pages)View decision -
Decision Reference DRN-5569200
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5569200 The complaint Mr G complains about some adverse information recorded with credit reference agencies by BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened In July 2019, BMW accepted an application for a hire purchase agreement in Mr G’s n... (4 pages)View decision -
Decision Reference DRN-5601921
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5601921 The complaint Mr T’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by rejecting concerns he had about a Timeshare he purchased which was funded under a loan it provided to him.... (5 pages)View decision -
Decision Reference DRN-5448197
19 Jun 2025 Elderbridge Limited Not upheldConsumer CreditDRN-5448197 The complaint Mrs and Mr C’s complaint is, in essence, that Elderbridge Limited (‘Elderbridge’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (8 pages)View decision -
Decision Reference DRN-5551556
19 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551556 The complaint Mrs K complains of poor customer service following contacting the Royal Bank of Scotland Plc (RBS) concerning a blocked payment. And that it refused to pay the promised amount of compensation. What happened In February 2025, Mrs K contacted RBS, as her card had... (2 pages)View decision -
Decision Reference DRN-5616575
19 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5616575 The complaint Miss H complains NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her – she feels the checks weren’t proportionate and the amount of credit provided was too high. What happened In August 2022, Miss H applied for a credit card with NewDay. They prov... (3 pages)View decision -
Decision Reference DRN-5513671
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5513671 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded him for transactions he says he didn’t authorise. He also complains about issues concerning the administration of his account. What happened In September 2024, Mr S ... (4 pages)View decision -
Decision Reference DRN-5624076
19 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5624076 The complaint Mr F’s complaint concerns investments made on a platform by a Discretionary Fund Manager (DFM), in his self-invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr F, via a representative, says IFG allowed the DFM to act without carrying ou... (23 pages)View decision -
Decision Reference DRN-5475829
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5475829 The complaint Mrs K complains Barclays Bank UK PLC unfairly closed her accounts and withheld funds. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs K held mult... (3 pages)View decision -
Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision
