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 392389 results
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Decision Reference DRN-5636814
6 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5636814 The complaint Ms O complains that Vanquis Bank Limited irresponsibly lent to her. Ms O is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms O herself. W... (3 pages)View decision -
Decision Reference DRN-5720864
6 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5720864 The complaint Mr T has complained about the market value settlement Advantage Insurance Company Limited paid when he made a claim under his car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mr T made a claim under ... (3 pages)View decision -
Decision Reference DRN-5840170
6 Oct 2025 Whiting Group Limited Not upheldPensions and AnnuitiesDRN-5840170 The complaint Mr B is represented. He says an Appointed Representative (‘AR’) of Whiting Group Limited (‘WGL’) gave him unsuitable advice in 2003 to transfer his Defined Benefits Pension (‘DBP’) into a Personal Pension arrangement. WGL disputes the complaint. It mainly says... (8 pages)View decision -
Decision Reference DRN-5616846
6 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5616846 The complaint Ms L has complained about the way Advantage Insurance Company Limited provided information to her when she reported an incident which led to making a claim under her car insurance policy. Ms L is being represented in her complaint by her husband, Mr L. All refe... (3 pages)View decision -
Decision Reference DRN-5695823
6 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5695823 The complaint Miss A complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Miss A was approved for a Virgin Money credit card in October 2024 with a £5,000 credit limit. Miss A says Virgin Money irresponsibly lent to her. Mi... (3 pages)View decision -
Decision Reference DRN-5721019
6 Oct 2025 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5721019 The complaint Mr C is unhappy with the interest rate on his account with ALLICA BANK LIMITED. What happened Mr C had a 12-month savings account with Allica. It emailed him on 26 February 2025, explaining the term was coming to an end. It said that (if the money were reinvest... (2 pages)View decision -
Decision Reference DRN-5610832
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5610832 The complaint Mrs R is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. Mrs R brought her complaint through a representative. For ease of reading, I will refer solely to Mrs R in this decision. What happened As both parties are aware of the... (4 pages)View decision -
Decision Reference DRN-5856137
6 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856137 The complaint Miss A is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss A fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5736002
6 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5736002 The complaint Mrs D has complained about how HSBC UK Bank Plc handled an international payment she attempted to make from her account. What happened On 27 May 2025, Mrs D made an international payment from her HSBC account, to an account in Spain. However, on 30 May 2025, th... (2 pages)View decision -
Decision Reference DRN-5736276
6 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5736276 The complaint Miss C has complained about the quality of a car she acquired using finance from Moneybarn No. 1 Limited. What happened On 30 October 2024, Miss C took out a finance agreement with Moneybarn for a used car. It was nine years old, with around 100,000 miles on th... (3 pages)View decision