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 380824 results
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Decision Reference DRN-5446023
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446023 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money won’t reimburse money he lost when he fell victim to an investment scam. What happened Mr K decided to invest in what he thought was a genuine investment opportunity – based on his and his brothe... (3 pages)View decision -
Decision Reference DRN-5831503
23 Sep 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5831503 The complaint Mr K has complained that Tesco Mobile Limited is holding him liable for a credit agreement that was taken out to buy a device. 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 ... (4 pages)View decision -
Decision Reference DRN-5833003
23 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5833003 The complaint Mr W complains PayPal UK Ltd won’t refund him for a website domain he bought. What happened Mr W was on a site selling website domains, one he’s used before, and he bought a domain. Mr W thought the domain would be around £10. But Mr W was charged over £25,0... (3 pages)View decision -
Decision Reference DRN-5146700
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5146700 The complaint Ms R complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund money she lost when she was a victim of a scam. Ms R is being represented by a firm I’ll refer to as ‘IG’. What happened The background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5469067
23 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5469067 The complaint Miss C complains that Western Union Payment Services GB Limited (WU) won’t refund money she lost to a purchase scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss C found concer... (4 pages)View decision -
Decision Reference DRN-5525964
23 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5525964 The complaint Mrs C says MotoNovo Finance Limited trading as MotoNovo Finance (‘MotoNovo’), irresponsibly lent to her. She says that MotoNovo didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a vehicle. She s... (3 pages)View decision -
Decision Reference DRN-5681521
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5681521 The complaint Miss I complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money she lost following a number of payments made from her account. What happened Between 2018 and 2023, a number of payments totalling around £70,000 were made from Miss ... (3 pages)View decision -
Decision Reference DRN-5834025
23 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5834025 The complaint Mrs A complains that Shop Direct Finance Company Limited trading as Very (‘Very’), unfairly charged her interest on her account. What happened Mrs A has a catalogue account with Very through which she makes purchases using its credit facilities. In May 2023, Mr... (2 pages)View decision -
Decision Reference DRN-5795585
22 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5795585 The complaint Mr O complains that three loans made to him by Nationwide Building Society were unaffordable for him and shouldn’t have been made to him. What happened Mr O complained to Nationwide in May 2024 about three loans that it had made to him between 2012 and 2014. He... (4 pages)View decision -
Decision Reference DRN-5591922
22 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5591922 The complaint Ms S complains that The Prudential Assurance Company Limited (“Prudential”) mishandled the death benefit under her late husband’s pension plan after she notified them of his passing. She says Prudential communicated poorly throughout the process, made unnecessa... (6 pages)View decision
