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 171072 results
-
Decision Reference DRN-5779853
28 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5779853 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) was of an unsatisfactory quality. When I refer to what Mr J or VWFS have said or done, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5599126
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5599126 The complaint Mr W has complained that Barclays Bank UK PLC trading as Tesco Bank “Tesco Bank” rejected his claim for money back in relation to a garden pod he bought using credit it provided. What happened Mr W bought a dome shaped garden pod (the pod) from a supplier (who... (6 pages)View decision -
Decision Reference DRN-5776063
28 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5776063 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs F were existing timeshare members with a timeshare provider... (8 pages)View decision -
Decision Reference DRN-5634809
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634809 The complaint Mr and Mrs A complained because Lloyds Bank Plc refused to refund them for disputed transactions which they said they hadn’t authorised. What happened On 28 September 2024, Mr and Mrs A contacted Lloyds. They disputed seven transactions on their joint account ... (4 pages)View decision -
Decision Reference DRN-5592076
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5592076 The complaint Mr B and Mrs B have complained about delays that occurred when they applied for a remortgage with Barclays Bank UK PLC. What happened Mr B and Mrs B held a mortgage with another lender. That mortgage was on a preferential interest rate and would move to the len... (5 pages)View decision -
Decision Reference DRN-5659406
28 Aug 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5659406 The complaint Mr S complains about an error made by Inclusive Finance Limited trading as Creditspring (‘Creditspring’) which he says has caused him worry and stress. What happened On 17 October 2024, Mr S received an email notification (the ‘notification’) from Creditspring.... (2 pages)View decision -
Decision Reference DRN-5362701
28 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5362701 The complaint Mr B complains that PayPal UK Ltd won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. She didn’t think the payment looked suspicious such that PayPal ought to have made additional checks before pr... (2 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision -
Decision Reference DRN-5626384
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5626384 The complaint Miss A complains NewDay Ltd trading as Aqua (NewDay) failed to carry out reasonable financial checks before it approved a credit card account for her. What happened Miss A says NewDay approved a credit card account with a credit limit of £900 in January 2021, a... (3 pages)View decision -
Decision Reference DRN-5746111
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5746111 The complaint and background Mr S complains Revolut Ltd (‘Revolut’) won’t reimburse over £58,000 he lost when he fell victim to a cryptocurrency investment scam. Our investigator explained he was satisfied this service had jurisdiction to consider the complaint. But in cons... (4 pages)View decision
