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 171073 results
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Decision Reference DRN-5748613
12 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5748613 The complaint Mr M has complained about the service received from Vanquis Bank Limited. What happened My provisional decision of 23 July 2025 set out the background to this complaint: “Mr M has made several numbered complaint points about Vanquis that I’ll summarise: • Compl... (6 pages)View decision -
Decision Reference DRN-5685100
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5685100 The complaint Mr W complains about the service provided by Lloyds Bank PLC when it blocked a payment he wanted to make until he completed further security checks. To put things right Mr W would like Lloyds to pay him financial compensation. What happened On 10 February 202... (3 pages)View decision -
Decision Reference DRN-5748935
12 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5748935 The complaint Mr K’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (4 pages)View decision -
Decision Reference DRN-5727914
12 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5727914 The complaint Miss C complains about the way Barclays Bank UK PLC (’Barclays’) handled her chargeback claims. What happened Miss C says that she went to a clinic to have certain treatment. I’ll refer to this clinic as M. She paid over £8,200 upfront and was told she could c... (6 pages)View decision -
Decision Reference DRN-5514777
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5514777 The complaint Miss O complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss O was approved for a NatWest credit card in August 2024 with a £1,900 credit limit. Miss O says she already had a credit card with ano... (2 pages)View decision -
Decision Reference DRN-5485540
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5485540 The complaint Miss G complains Monzo Bank Ltd won’t refund the money she sent to an online casino which she now thinks was operating a scam. What happened In June 2024, Miss G used her Monzo card to deposit funds with an online casino (“O”). But when she tried to withdraw fr... (3 pages)View decision -
Decision Reference DRN-5658347
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5658347 The complaint Mr I complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it approved a credit card account for him. What happened Mr I says NewDay approved a credit card account for him in January 2022 with a credit limit of £450 and then increased the limit... (3 pages)View decision -
Decision Reference DRN-5577610
12 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5577610 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited (‘Moneybarn’). What happened Mr R took receipt of a used car in September 2024. He financed the deal through a conditional sale agreement with Mone... (2 pages)View decision -
Decision Reference DRN-5689683
12 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5689683 The complaint Mrs M on behalf of the executors of the late Mrs E’s estate complains about the service received by Clydesdale Bank Plc trading as Virgin Money (“VM”) when dealing with the administration of Mrs E’s accounts held with it. In particular, Mrs M believes VM has sh... (3 pages)View decision -
Decision Reference DRN-5747118
12 Aug 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5747118 The complaint Miss T complains that Home Retail Group Card Services Limited trading as Argos Card irresponsibly lent to her. What happened Miss T was approved for an Argos card in December 2019, with a credit limit of £200. Miss T says this was irresponsibly lent to her. Mis... (3 pages)View decision
