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-6135840
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6135840 The complaint Miss O has complained about the way NewDay Ltd dealt with her claim for money back in relation to purchases she made using her credit cards. What happened In around late 2022 Miss O put down a deposit to purchase a diamond ring and bracelet from a business I’l... (8 pages)View decision -
Decision Reference DRN-5914050
6 Feb 2026 Midpoint & Transfer Ltd Not upheldBanking and PaymentsDRN-5914050 The complaint Mr T complains that Midpoint & Transfer Ltd (Midpoint) unfairly refuses to refund him money he says he lost as a result of a scam. What happened The circumstances surrounding Mr T’s complaint are well known to the parties, so I won’t set them out in detail ... (3 pages)View decision -
Decision Reference DRN-6071040
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6071040 The complaint Mr V complains that NewDay Ltd trading as Aqua (“NewDay”) declined a claim he brought under Section 75 of the Consumer Credit Act 1974. What happened In September 2024, Mr V visited a well-known online marketplace I’ll call “AB” and purchased car parts includin... (4 pages)View decision -
Decision Reference DRN-6130350
6 Feb 2026 Openwork Limited Not upheldInsuranceDRN-6130350 The complaint Mr and Mrs P complain that they were mis-sold two life and critical illness policies by Openwork Limited as they excluded cover that was an important requirement for them. What happened The background to the complaint will be well known to both parties, so I’ll... (4 pages)View decision -
Decision Reference DRN-6070077
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6070077 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) shouldn’t have accepted his application for a credit card as the lending was irresponsible. What happened Mr M applied for a credit card with Virgin Money in September 2024 which w... (3 pages)View decision -
Decision Reference DRN-5915912
6 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5915912 The complaint Mr S is unhappy that TSB Bank plc (“TSB”) didn’t raise a chargeback in relation to a transaction from his bank account. What happened In April 2025, Mr S sent money to a third party using a remittance service I’ll call ‘R’. Mr S paid this using his TSB debit ca... (2 pages)View decision -
Decision Reference DRN-5903854
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5903854 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t raise chargebacks for him for transactions that took place on his account. Mr W also complains that Virgin Money failed to offer support to him as a vulnerable customer and ... (4 pages)View decision -
Decision Reference DRN-5837487
6 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5837487 The complaint Mrs G and Mr G complain that Barclays Bank UK PLC are holding them responsible for a payment they say they didn’t make or allow anyone else to make. Mr G has been the main complainant here, so I’ll only refer to him in the decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-6029223
6 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6029223 The complaint Mr H complains about additional interest charges he was asked to pay when settling his finance agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (who I’ll call ‘SFS’). What happened Mr H took out a hire purchase agree... (2 pages)View decision -
Decision Reference DRN-6091590
6 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6091590 The complaint Mr S complains Aviva Life & Pensions UK Limited (Aviva) hasn’t agreed to pay further benefit under an income protection insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve summarised events. Mr S wa... (4 pages)View decision