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-5656928
5 Aug 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5656928 The complaint Mr A complains that Citibank UK Limited won’t reimburse him payments he made towards a bathroom renovation, that he now considers to have been part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in ... (4 pages)View decision -
Decision Reference DRN-5732936
5 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5732936 The complaint Mr B has complained that a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”) was misrepresented to him, in that he was not told about its salvage history. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5721967
5 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721967 The complaint Mr R complains about the way that Clydesdale Bank plc, trading as Virgin Money, has dealt with his credit card account. What happened Mr R has a credit card account with Virgin Money. His account was in arrears and he complained to Virgin Money in March 2025 ab... (2 pages)View decision -
Decision Reference DRN-5321451
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321451 The complaint Ms B is unhappy Monzo Bank Ltd will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Ms B fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5724414
5 Aug 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5724414 The complaint Miss C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) created a situation where her loan account was unfairly defaulted. Miss C also complains about how her account and her complaint was handled. Miss C wants ... (6 pages)View decision -
Decision Reference DRN-5586065
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586065 The complaint Mr G complains that Santander UK plc won’t refund to him the £4,285 that was charged to his credit card account following an accident in a rental car. What happened Mr G rented a car when he was on holiday overseas and the car was involved in an accident in Feb... (3 pages)View decision -
Decision Reference DRN-5576600
5 Aug 2025 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-5576600 The complaint Mr B is unhappy with Secure Trust Bank Plc. Mr B said he gave specific instructions to Secure Trust around the dates he wanted it to take action on the ISA transfer. He said his requests were not followed. Mr B was unhappy about missing out on one day’s interes... (7 pages)View decision -
Decision Reference DRN-5689433
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5689433 The complaint Miss L complains about the compensation that Moneybarn No. 1 Limited had paid her for mis-selling a conditional sale agreement to her. What happened A used car was supplied to Miss L under a conditional sale agreement with Moneybarn that she electronically sign... (2 pages)View decision -
Decision Reference DRN-5652813
5 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5652813 The complaint Mr B believes CA Auto Finance UK Ltd (‘CAF’) acted irresponsibly by agreeing a personal contract purchase Agreement he’d applied for. What happened In November 2022, Mr B was supplied with a new car through a personal contract purchase agreement with CAF. The ... (5 pages)View decision -
Decision Reference DRN-5657697
5 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5657697 The complaint Mr R complains that Starling Bank Limited has lost about £65,000 from his account. What happened Mr R says about £65,000 is missing from his account. He says his account was locked by Starling and believes that a family member may have opened a related business... (2 pages)View decision
