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 634 results
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Decision Reference DRN9634599
30 Jul 2013 Metropolitan International Schools Limited Not upheldBanking and creditMr W complains that a fixed sum loan agreement, that he used to finance a training course with Metropolitan International Schools Limited, trading as Train 4 Trade Skills, was mis-sold to him.backgroundMr W enrolled on a training course with Train 4 Trade Skills in November 2008 and he ... (2 pages)View decision -
Decision Reference DRN-5282839
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282839 The complaint Mr G complains about the way that Bank of Scotland plc has dealt with a credit card account balance transfer and the customer service that he’s received. What happened Mr G says that he applied to Bank of Scotland for a credit card with a 0% balance transfer of... (2 pages)View decision -
Decision Reference DRN3643788
29 Sep 2016 Lowell Financial Ltd Not upheldBanking and creditMrs B complains about the way that Lowell Financial Limited has dealt with a payment that was set up in her name by her daughter. backgroundMrs B’s daughter fraudulently set up a direct debit to a third party from Mrs B’s account. The resulting debt was then sold to Low... (2 pages)View decision -
Decision Reference DRN7559608
5 Jan 2015 National Westminster Bank Plc Not upheldInvestment and pensionsMiss C complains that a term assurance policy, that she took out alongside a personal loan, was mis-sold to her by National Westminster Bank Plc. She is being helped with her complaint by a representative.backgroundMiss C was provided with a loan by NatWest in 2003 and she also took out ... (2 pages)View decision -
Decision Reference DRN-5576684
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5576684 The complaint Mr P complains that American Express Services Europe Limited has shortened the period between the bill date and the direct debit collection date for his credit card account. What happened Mr P has a credit card account with American Express. He complained to Am... (3 pages)View decision -
Decision Reference DRN0589438
23 May 2018 MBNA Limited Not upheldBanking and creditMr M complains that MBNA Limited won’t refund to him the money that he paid for orders on two crowdfunding platforms. His complaint is made against MBNA under section 75 of the Consumer Credit Act 1974. backgroundMr M used his MBNA credit card in December 2015 to make... (2 pages)View decision -
Decision Reference DRN3669620
13 Jun 2019 Clydesdale Financial Services Limited UpheldBanking and creditMr L complains that a conditional sale agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance, was mis-sold to him.backgroundA used car was supplied to Mr L under a conditional sale agreement with Barclays Partner Finance in January ... (2 pages)View decision -
Decision Reference DRN2548913
31 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMiss B complains that Barclays Bank PLC changed her address in its records without reason and that it closed her current and loan accounts and registered defaults on her credit file.backgroundMiss B had current and loan accounts with Barclays. Her accounts were in arrears and repaym... (2 pages)View decision -
Decision Reference DRN0256206
8 Jul 2015 Capital One (Europe) plc UpheldBanking and creditMr S complains that Capital One (Europe) plc will not refund to him the money that he paid for a boiler. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974. backgroundMr S used his Capital One credit card to pay £2,970 for a ... (2 pages)View decision -
Decision Reference DRN6739888
28 Jun 2013 Direct Home Shopping Brands Limited Not upheldBanking and creditMiss H complains that she has not had a satisfactory conclusion to her complaint to Direct Home Shopping Brands Limited (Kaleidoscope). She also complains that it used an account which she had closed when she made a purchase using an introductory offer.backgroundMiss H made an online pur... (2 pages)View decision
