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 170827 results
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Decision Reference DRN-5861304
23 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5861304 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Go Car Credit Limited (‘GCC’). What happened Around July 2024 Mr B acquired a used car under a hire purchase agreement with GCC. The car is listed with a cash price of £14,220 on ... (3 pages)View decision -
Decision Reference DRN-5555739
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5555739 The complaint Mr H complains that National Westminster Bank PLC (NatWest) didn’t do enough to protect him when he fell victim to a scam. Mr H is represented in this matter, but for ease of reading I will refer to Mr H throughout this decision. What happened Between early Jan... (3 pages)View decision -
Decision Reference DRN-5833180
23 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5833180 The complaint Mr D complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) refused his request to reject a car. What happened In January 2024 Mr D acquired a new electric car at a cost of £52,985, funded in part by a hire purchase... (3 pages)View decision -
Decision Reference DRN-5721615
23 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721615 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr W was approved for a Virgin Money credit card in February 2022 with a £6,600 credit limit. The credit limit was increased to £11,600 in November 2022. Mr... (4 pages)View decision -
Decision Reference DRN-5845496
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5845496 The complaint Mr A complains about how Nationwide Building Society (‘Nationwide’) handled matters when his car broke down. What happened The background to this complaint is well known to both parties, so I have just provided a brief overview of key events here. Mr A had a ... (2 pages)View decision -
Decision Reference DRN-5417869
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5417869 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both ... (3 pages)View decision -
Decision Reference DRN-5805508
23 Oct 2025 Klarna Financial Services UK Limited Not upheldConsumer CreditDRN-5805508 The complaint Miss P is unhappy that Klarna Financial Services UK Limited (Klarna) failed to adequately protect her account. What happened On 13 January 2025, Miss P contacted Klarna to explain her account had been used fraudulently and transactions to two retailers were not... (3 pages)View decision -
Decision Reference DRN-5402664
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5402664 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that Lloyds Bank PLC didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised... (3 pages)View decision -
Decision Reference DRN-5867664
23 Oct 2025 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5867664 The complaint The estate of Mr C complains that Arnold Clark Automobiles Limited (“AC”) mis-sold finance to Mr C to enable him to buy a car. The estate is represented by a firm of solicitors. What happened On 15 April 2022 Mr C completed an agreement to purchase a new car wh... (3 pages)View decision -
Decision Reference DRN-5900411
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5900411 The complaint Ms O complained because she wanted more compensation than Nationwide Building Society was willing to give her after it provided incorrect information. What happened On 31 January 2025, Ms O went to a Nationwide branch. She said that she hadn’t made a transacti... (6 pages)View decision
