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 162956 results
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Decision Reference DRN-5601921
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5601921 The complaint Mr T’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by rejecting concerns he had about a Timeshare he purchased which was funded under a loan it provided to him.... (5 pages)View decision -
Decision Reference DRN-5448197
19 Jun 2025 Elderbridge Limited Not upheldConsumer CreditDRN-5448197 The complaint Mrs and Mr C’s complaint is, in essence, that Elderbridge Limited (‘Elderbridge’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (8 pages)View decision -
Decision Reference DRN-5551556
19 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551556 The complaint Mrs K complains of poor customer service following contacting the Royal Bank of Scotland Plc (RBS) concerning a blocked payment. And that it refused to pay the promised amount of compensation. What happened In February 2025, Mrs K contacted RBS, as her card had... (2 pages)View decision -
Decision Reference DRN-5616575
19 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5616575 The complaint Miss H complains NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her – she feels the checks weren’t proportionate and the amount of credit provided was too high. What happened In August 2022, Miss H applied for a credit card with NewDay. They prov... (3 pages)View decision -
Decision Reference DRN-5475829
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5475829 The complaint Mrs K complains Barclays Bank UK PLC unfairly closed her accounts and withheld funds. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs K held mult... (3 pages)View decision -
Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision -
Decision Reference DRN-5598471
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5598471 The complaint Mr D holds a credit card with American Express Services Europe Limited (“Amex”). He’s unhappy he wasn’t able to redeem his membership rewards points on the app. What happened Mr D experienced issues when he tried to redeem his membership rewards points to use t... (4 pages)View decision -
Decision Reference DRN-5365917
19 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5365917 The complaint Mr J complains about MBNA Limited’s decision not to provide him with a refund for a disputed transaction under a chargeback or Section 75 (S75) of the Consumer Credit Act 1974 (CCA) claim. What happened Mr J purchased flights on 6 May 2024 through a merchant (w... (5 pages)View decision -
Decision Reference DRN-5629282
19 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5629282 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t make them aware of a mortgage product that could’ve significantly reduced their monthly mortgage payments. What happened In March 2023, Mr and Mrs R spoke with their private ... (4 pages)View decision -
Decision Reference DRN-5447726
19 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5447726 The complaint Mr L is unhappy that Equifax Limited is reporting information on his credit file, relating to an account he says isn’t his. What happened Around February 2024 Mr L contacted Equifax to say a company I’ll refer to as T, were recording missed payments on his cred... (3 pages)View decision
