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 381082 results
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Decision Reference DRN-5721967
5 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721967 The complaint Mr R complains about the way that Clydesdale Bank plc, trading as Virgin Money, has dealt with his credit card account. What happened Mr R has a credit card account with Virgin Money. His account was in arrears and he complained to Virgin Money in March 2025 ab... (2 pages)View decision -
Decision Reference DRN-5321451
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321451 The complaint Ms B is unhappy Monzo Bank Ltd will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Ms B fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5724414
5 Aug 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5724414 The complaint Miss C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) created a situation where her loan account was unfairly defaulted. Miss C also complains about how her account and her complaint was handled. Miss C wants ... (6 pages)View decision -
Decision Reference DRN-5586065
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586065 The complaint Mr G complains that Santander UK plc won’t refund to him the £4,285 that was charged to his credit card account following an accident in a rental car. What happened Mr G rented a car when he was on holiday overseas and the car was involved in an accident in Feb... (3 pages)View decision -
Decision Reference DRN-5576600
5 Aug 2025 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-5576600 The complaint Mr B is unhappy with Secure Trust Bank Plc. Mr B said he gave specific instructions to Secure Trust around the dates he wanted it to take action on the ISA transfer. He said his requests were not followed. Mr B was unhappy about missing out on one day’s interes... (7 pages)View decision -
Decision Reference DRN-5689433
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5689433 The complaint Miss L complains about the compensation that Moneybarn No. 1 Limited had paid her for mis-selling a conditional sale agreement to her. What happened A used car was supplied to Miss L under a conditional sale agreement with Moneybarn that she electronically sign... (2 pages)View decision -
Decision Reference DRN-5580631
5 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580631 The complaint Mr and Mrs S complained that Aviva Insurance Limited unfairly declined a claim they made for storm damage under their home insurance policy. Since bringing their complaint to this service, Mr S has sadly passed away. Mrs S is being represented by their daughter... (3 pages)View decision -
Decision Reference DRN-5724333
5 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5724333 The complaint R complains about how Covea Insurance plc handled a claim for a broken windscreen made on its commercial vehicle insurance policy. Reference to Covea includes its agents. What happened R held a commercial vehicle insurance policy with Covea. When the windscreen... (4 pages)View decision -
Decision Reference DRN-5652813
5 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5652813 The complaint Mr B believes CA Auto Finance UK Ltd (‘CAF’) acted irresponsibly by agreeing a personal contract purchase Agreement he’d applied for. What happened In November 2022, Mr B was supplied with a new car through a personal contract purchase agreement with CAF. The ... (5 pages)View decision -
Decision Reference DRN-5631302
5 Aug 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5631302 The complaint Mr U complains Trading 212 UK Limited (T212) didn’t provide him with a fair price when buying shares following an initial public offering (IPO), and separately, improperly sold another asset he held. What happened Mr U has a stocks and shares ISA and general i... (7 pages)View decision
