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 185689 results
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Decision Reference DRN-6227552
14 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6227552 The complaint Mr S is complaining about Nationwide Building Society because it declined to refund money he lost after a building company he paid for work failed to complete it. What happened Mr S arranged a contract with Company A for home improvements. He paid a deposit of ... (2 pages)View decision -
Decision Reference DRN-6258926
14 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6258926 The complaint Miss B complains Capital One (Europe) plc is holding her liable for a credit card agreement which she says she didn’t apply for or use. What happened The details of this complaint are well known to both parties. So I’ve only provided a brief overview of the key... (3 pages)View decision -
Decision Reference DRN-6288615
14 Apr 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6288615 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) treated him unfairly when it defaulted his account. Mr A wants Virgin to remove the negative information it has reported about him and refund the interest it has charged. What happened M... (6 pages)View decision -
Decision Reference DRN-6069174
14 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6069174 The complaint A limited company, which I’ll refer to as M, complains that HSBC UK Bank Plc has acted unreasonably and provided poor customer service during a Know Your Customer (“KYC”) review. M is represented in bringing this complaint by its director, Mr H. What happened M... (3 pages)View decision -
Decision Reference DRN-6230403
14 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6230403 The complaint Miss D complains that Clydesdale Bank Plc t\a Virgin Money (“Virgin Money”) provided credit to her irresponsibly and that this credit was unaffordable. Specifically that Virgin Money hadn’t conducted sufficient affordability checks. What happened In June 2019 M... (4 pages)View decision -
Decision Reference DRN-6020847
14 Apr 2026 Nationwide Building Society Not upheldMortgagesDRN-6020847 The complaint Mr G complains that Nationwide Building Society declined his mortgage application based on comments by a surveyor on the valuation. But it later approved a mortgage on the same property when nothing had changed. What happened Mr G had a mortgage approved by Nat... (3 pages)View decision -
Decision Reference DRN-6219003
14 Apr 2026 Glow Financial Services Limited Not upheldConsumer CreditDRN-6219003 The complaint Mr Y has complained Glow Financial Services Limited (trading as Samsung (Glow)) acted unfairly when declining his request for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them... (3 pages)View decision -
Decision Reference DRN-5915902
14 Apr 2026 REMITLY U.K., LTD Not upheldBanking and PaymentsDRN-5915902 The complaint Mr S complains that REMITLY U.K LTD (“Remitly”) didn’t do more to investigate and recover a payment made from his account. What happened In summary, in April 2025, Mr S and his wife found a property abroad that they wished to rent. After speaking with an indivi... (3 pages)View decision -
Decision Reference DRN-6255073
14 Apr 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6255073 The complaint Mr G complains about a decision made by Santander Consumer (UK) Plc, trading as Santander Consumer Finance (‘Santander’) to terminate his credit agreement. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (2 pages)View decision -
Decision Reference DRN-6274256
14 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6274256 The complaint Mr H is unhappy Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) hasn’t given him a refund for goods purchased with a fixed sum loan agreement. What happened Mr H bought a pair of hearing aids from a retailer in August 2024. The hearin... (4 pages)View decision