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 4037 results
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Decision Reference DRN-5684239
30 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5684239 The complaint Mr S is unhappy with how The Royal Bank of Scotland Plc (RBS) reported his arranged overdraft to the credit reference agencies (CRA). What happened In 2018 Mr S took out his bank account with RBS as a student and continued to use the account after he graduated... (4 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN-5932617
6 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5932617 The complaint Mr A has complained about Capital One (Europe) plc’s offer to settle his claim under Section 56 of the Consumer Credit Act 1974 (‘Section 56’). What happened In 2022, Mr A bought a motorhome from a company I’ll refer to as ‘X’ for £53,290. Mr A paid X a £2,000 ... (6 pages)View decision -
Decision Reference DRN7720403
17 Jun 2016 Pacific IFA Limited UpheldInvestment and pensionsMr G complained he was given unsuitable advice by Pacific IFA Limited (“Pacific”) to transfer his personal pension plans (PPPs) to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr G to invest in a Harlequin off-plan hotel development in the Cari... (9 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN-4683530
14 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4683530 The complaint Ms F complains about how Clydesdale Financial Services Limited (trading as Barclays Partner Finance) dealt with her request for a refund of her purchase of a mobile phone, and related issues. What happened In August 2021 Ms F bought a mobile phone from a third par... (4 pages)View decision -
Decision Reference DRN6081319
30 Sep 2013 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R’s complaint concerns their mortgage (structured as a number of sub- accounts), which they hold with Barclays Bank Plc. They have raised a number of issues, including the various interest rates they have been charged, Barclays passing their personal information to a third ... (3 pages)View decision -
Decision Reference DRN0947629
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr L has complained about the advice he was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer his existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mr L transferred his existing per... (7 pages)View decision -
Decision Reference DRN-3840698
6 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3840698 The complaint Mr E (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. Mr E says by granting the facility it pushed him further into debt. W... (3 pages)View decision -
Decision Reference DRN-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision
