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 124111 results
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Decision Reference DRN-5706769
21 Aug 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5706769 The complaint B complains that PayPal UK Ltd unfairly withheld its funds and imposed a rolling reserve on incoming sales from its business. What happened B opened its PayPal business account in October 2024. In or around January 2025 PayPal placed a hold on some of B’s funds... (3 pages)View decision -
Decision Reference DRN-5518341
21 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5518341 The complaint Mr G complains about the way Acromas Insurance Company Limited (Acromas) handled a claim he made under his roadside assistance insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. ... (3 pages)View decision -
Decision Reference DRN-5768532
21 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5768532 The complaint Mrs S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for escape of water under a block building insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties i... (3 pages)View decision -
Decision Reference DRN-5353338
21 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5353338 The complaint Ms F complains Wise Payments Limited didn’t do more to help her after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2023, Ms F received an unexpected message... (5 pages)View decision -
Decision Reference DRN-5768601
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5768601 The complaint Mr B is being represented by a member of his family. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. To keep things simpler, I’ll refer to all submissions from Mr B and his representative as if they came from... (7 pages)View decision -
Decision Reference DRN-5768559
21 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5768559 The complaint Mr B is being represented by a member of his family. He’s complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because it declined to write off a loan that he says was taken out by fraudsters on his behalf and without his knowl... (6 pages)View decision -
Decision Reference DRN-5488598
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5488598 The complaint Mr L is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money” handled his refund claim. What happened Mr L booked a few nights stay with a hotel I shall call “J” and this was paid on his Virgin Money credit card at a total cost of £484.68... (4 pages)View decision -
Decision Reference DRN-5276627
21 Aug 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5276627 The complaint Mr N is unhappy with the quality of a car supplied by Oodle Financial Services Limited using a hire purchase agreement. What happened In April 2024 Mr N entered into a hire purchase agreement with Oodle for a used car. The car was around seven years old and an... (5 pages)View decision -
Decision Reference DRN-5563130
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5563130 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss W was approved for a Virgin Money credit card in April 2022, with a £6,800 credit limit. Miss W says that Virgin Money irresponsibly lent to her, and... (4 pages)View decision -
Decision Reference DRN-5732979
21 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5732979 The complaint Mr A complains about the quality of a car he acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (CB). What happened In January 2024 Mr A acquired a used car through a conditional sale agreem... (4 pages)View decision
