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 392389 results
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Decision Reference DRN-5666964
4 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5666964 Complaint Mr D complains that Secure Trust Bank Public Limited Company (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the repayments to this agreement were unaffordable and so it shouldn’t have been provided to him. Backgrou... (3 pages)View decision -
Decision Reference DRN-5995132
4 Dec 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5995132 The complaint Mr P has complained that Go Car Credit Limited (Go Car) unfairly provided him with credit for a vehicle. What happened In August 2019, Mr P entered into a finance agreement with Go Car for the purchase of a car as shown below. He fell into arrears with the acco... (4 pages)View decision -
Decision Reference DRN-5892451
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892451 The complaint Mr L complains Barclays Bank UK PLC’s IT outage allowed him to go overdrawn and then payment plans he agreed failed, causing further inconvenience. What happened Barclays had an IT outage, and this allowed Mr L to spend more money than he had in his account. ... (3 pages)View decision -
Decision Reference DRN-5995485
4 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5995485 The complaint Mr M complains that UK Mortgage Lending Ltd trading as Pepper Money gave him a secured second charge loan without carrying out appropriate affordability checks. What happened In October 2019 a third party broker recommended that Mr M should take out a second ch... (12 pages)View decision -
Decision Reference DRN-5612765
4 Dec 2025 Brewin Dolphin Limited UpheldInvestmentsDRN-5612765 The complaint Mr and Mrs H have complained that Brewin Dolphin Limited (‘BD’) didn’t effectively managed their investments and as a result they have missed out on profit. Mr and Mrs H would like financial compensation for their losses. What happened In May 2018 Mr and Mrs H... (8 pages)View decision -
Decision Reference DRN-5776452
4 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5776452 The complaint Miss F complains that Zopa Bank Limited was irresponsible in its lending to her. She wants the interest on her loan reduced or removed. What happened Zopa issued Miss F with a £10,000 loan in November 2022. The loan term was 48 months, and Miss F was required t... (3 pages)View decision -
Decision Reference DRN-5848675
4 Dec 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5848675 The complaint Mr S complains about how Paragon Bank PLC handled an ISA transfer request which he says caused a loss of interest, time spent on the phone and stress. What happened Mr S held an ISA account with Paragon. On 28 April 2025 Mr S requested his ISA be transferred t... (4 pages)View decision -
Decision Reference DRN-5995444
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5995444 The complaint The estate of Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. Mr S’s sons bring the complaint on behalf of Mr S’s estate. What happened Mr S1, (one of the late ... (5 pages)View decision -
Decision Reference DRN-5494321
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5494321 Complaint Mr B has complained about the overdraft charges Clydesdale Bank Plc (“Virgin Money”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr B’s account were unfair as t... (5 pages)View decision -
Decision Reference DRN-5995406
3 Dec 2025 Quilter Investment Platform Limited Not upheldInvestmentsDRN-5995406 The complaint Mr and Mrs T complain that Quilter Investment Platform Limited (‘Quilter’) issued their investment statements late to them and when they were provided, there was discrepancies between these and the reports their independent financial adviser (IFA) was generatin... (4 pages)View decision