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-5708854
25 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5708854 The complaint Mr J complains that The Royal Bank of Scotland Plc (RBS), unfairly removed his overdraft and referred his account to a debt collection agency (DCA) to manage on their behalf. What happened Mr J holds a bank account with RBS. The account had an overdraft facili... (3 pages)View decision -
Decision Reference DRN-5580155
25 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5580155 The complaint Miss J complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss J applied for a Vanquis credit card in October 2019. In her application, Miss J said she was ear... (3 pages)View decision -
Decision Reference DRN-5840169
25 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5840169 The complaint Mr S complains that he’s been paying for a car he hasn’t received, under a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CAAF”). What happened In September 2023, Mr S says he visited a dealership and saw a car he wanted to buy. To pay for the ... (4 pages)View decision -
Decision Reference DRN-5825114
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5825114 The complaint Mr J is unhappy with how Barclays Bank UK PLC (Barclays) handled a refund claim he made to them. What happened Mr J purchased a sofa via an online marketplace I shall call ‘F’ in August 2024 to the sum of £254.99 on his Barclays debit card. However he discovere... (2 pages)View decision -
Decision Reference DRN-5816370
25 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5816370 The complaint Mr B says ST. JAMES’S PLACE UK PLC (‘SJP’) caused a delay to the transfers of his pension and Individual Savings Account (‘ISA’) to Transact in 2024. What happened Mr B’s transfer applications (for the pension and ISA) were submitted to Transact on 31 July. Hi... (10 pages)View decision -
Decision Reference DRN-5816780
25 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5816780 The complaint Mrs B complains that The Prudential Assurance Company Limited (Prudential) failed to continue to pay her the annuity payments she felt she was due from her late husband’s pension after his death. Prudential said the annuity was set up as a single life policy, w... (5 pages)View decision -
Decision Reference DRN-5840457
25 Sep 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5840457 The complaint Mr A complains that Financial & Legal Insurance Company Ltd unfairly declined a claim he made on his motor warranty. Reference to Financial & Legal includes its agents. What happened Mr A held a motor warranty with Financial & Legal. When his car br... (3 pages)View decision -
Decision Reference DRN-5840613
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5840613 The complaint Miss S complains about Bank of Scotland plc (BoS) refusing to refund her the amount she lost as the result of an investment scam. Miss S is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to thi... (3 pages)View decision -
Decision Reference DRN-5833520
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5833520 The complaint Ms F complains that Nationwide Building Society failed her in its duty of care by allowing her to gamble excessively causing financial and mental harm. She would like Nationwide to refund the gambling transactions and pay compensation. What happened From May 20... (3 pages)View decision -
Decision Reference DRN-5780979
25 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5780979 The complaint Mrs O complains that Home Retail Group Card Services Limited trading as Argos Financial Services (“Argos”) unfairly applied late payment fees and interest and reported late payments to her credit file. What happened Mrs O has buy now pay later (BNPL) arrangemen... (2 pages)View decision
