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 179851 results
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Decision Reference DRN-5900529
6 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5900529 The complaint Miss N complains that BMW FINANCIAL SERVICES (GB) LIMITED (BMWFS) terminated her motor finance agreement without due consideration of her personal circumstances. What happened In January 2020, Miss N acquired a new car through a hire purchase agreement with BMW... (3 pages)View decision -
Decision Reference DRN-6091677
6 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6091677 The complaint Mr C complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5609491
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5609491 The complaint Mr T complains that Santander UK Plc (“Santander”) didn’t do enough to protect him when he fell victim to a scam. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of ... (2 pages)View decision -
Decision Reference DRN-5973693
6 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5973693 The complaint Mr L complains that American Express Services Europe Limited (AMEX) trading as American Express failed to close his credit card which led to multiple unauthorised transactions being debited from his account which affected his credit rating. He would also like A... (2 pages)View decision -
Decision Reference DRN-6135840
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6135840 The complaint Miss O has complained about the way NewDay Ltd dealt with her claim for money back in relation to purchases she made using her credit cards. What happened In around late 2022 Miss O put down a deposit to purchase a diamond ring and bracelet from a business I’l... (8 pages)View decision -
Decision Reference DRN-5914050
6 Feb 2026 Midpoint & Transfer Ltd Not upheldBanking and PaymentsDRN-5914050 The complaint Mr T complains that Midpoint & Transfer Ltd (Midpoint) unfairly refuses to refund him money he says he lost as a result of a scam. What happened The circumstances surrounding Mr T’s complaint are well known to the parties, so I won’t set them out in detail ... (3 pages)View decision -
Decision Reference DRN-6071040
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6071040 The complaint Mr V complains that NewDay Ltd trading as Aqua (“NewDay”) declined a claim he brought under Section 75 of the Consumer Credit Act 1974. What happened In September 2024, Mr V visited a well-known online marketplace I’ll call “AB” and purchased car parts includin... (4 pages)View decision -
Decision Reference DRN-6070077
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6070077 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) shouldn’t have accepted his application for a credit card as the lending was irresponsible. What happened Mr M applied for a credit card with Virgin Money in September 2024 which w... (3 pages)View decision -
Decision Reference DRN-5915912
6 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5915912 The complaint Mr S is unhappy that TSB Bank plc (“TSB”) didn’t raise a chargeback in relation to a transaction from his bank account. What happened In April 2025, Mr S sent money to a third party using a remittance service I’ll call ‘R’. Mr S paid this using his TSB debit ca... (2 pages)View decision -
Decision Reference DRN-5903854
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5903854 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t raise chargebacks for him for transactions that took place on his account. Mr W also complains that Virgin Money failed to offer support to him as a vulnerable customer and ... (4 pages)View decision