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 171071 results
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Decision Reference DRN-5646568
6 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5646568 The complaint Mr W complains that Clydesdale Bank Plc, trading as Virgin Money, told him his account was up to date and that no payment was needed when that wasn’t correct. What happened Mr W has said that having noticed that monthly payments weren’t being taken by Virgin, h... (3 pages)View decision -
Decision Reference DRN-5732812
6 Aug 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5732812 The complaint Mrs N is unhappy with how she and her husband were treated by Kensington Mortgage Company Limited. What happened Mrs N originally took a mortgage with a different lender, in 2004. Kensington Mortgage Company Limited (KMC) has since taken over the mortgage, and ... (7 pages)View decision -
Decision Reference DRN-5690544
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5690544 The complaint Ms G complains that two credit cards which were written off by National Westminster Bank PLC (NW) are still showing on her credit file. What happened Ms G holds a bank account and two credit card accounts with NW. In August 2024 Ms G contacted NW to discuss her... (3 pages)View decision -
Decision Reference DRN-5149039
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5149039 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money she lost when she fell victim to fraud. Miss B’s father referred the complaint to this service on behalf of Miss B, but for ease of reading, I’ll refer... (6 pages)View decision -
Decision Reference DRN-5738992
6 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5738992 The complaint Mr W is unhappy with how Clydesdale Bank Plc, trading as Virgin Money (Virgin) have handled a chargeback dispute raised to recover the cost of a purchase he made using his debit card. What happened I issued my provisional decision to both parties explaining why... (6 pages)View decision -
Decision Reference DRN-5706379
6 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5706379 The complaint Mr W complains that Sainsbury’s Bank Plc is discriminating against him by requiring him to call it to change his personal details. What happened Mr W says Sainsbury’s asked him to contact it to update his contact information which he says, due to disabilities, ... (2 pages)View decision -
Decision Reference DRN-5381371
6 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5381371 The complaint Mr S complains that the car he acquired through Black Horse Limited trading as Land Rover Financial Services (“BHL”), wasn’t of satisfactory quality. He says the car he received wasn’t the same specification as the one he ordered, and he wants his payments froz... (3 pages)View decision -
Decision Reference DRN-5721447
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5721447 The complaint Mr E complains that Lloyds Bank PLC set up two direct debits on his account for the same company. What happened In June 2023 Mr E arranged health insurance through an insurance company, G. He commenced paying premiums under the policy until May 2024 when he dis... (2 pages)View decision -
Decision Reference DRN-5685365
6 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5685365 The complaint Mr G complains that Revolut Ltd decided to block his account and has not returned his account balance to him or provided access to his funds. What happened The circumstances that led to this complaint are well known to both parties. As such, I’ll provide only... (2 pages)View decision -
Decision Reference DRN-5739246
6 Aug 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5739246 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) didn’t provide him with sufficient information to enable him to make an informed decision about loan consolidation. What happened I issued provisional decisions on this complaint earlier in the year. An extract fr... (6 pages)View decision
