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 369228 results
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Decision Reference DRN-5619097
16 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5619097 The complaint Mr S complained that after he sent a payment to his credit card, Clydesdale Bank Plc trading as Virgin Money was responsible for the payment incorrectly being sent a second time. What happened Mr S authorised a payment via mobile banking from his Virgin Money ... (2 pages)View decision -
Decision Reference DRN-5625082
16 Jun 2025 Yorkshire Building Society Not upheldMortgagesDRN-5625082 The complaint Mr S’s complaint is about a mortgage taken out with a business which is now part of Yorkshire Building Society (YBS). Mr S says that YBS acted unfairly when it appointed Law of Property Act Receivers (LPARs) over the secured property. Mr S has also complained a... (5 pages)View decision -
Decision Reference DRN-5563426
16 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5563426 The complaint Mrs M complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) weren’t clear about her credit card payment dates and have misled her into incurring interest charges. Mrs M wants Virgin to refund her interest and pay her £250 to recognise her distre... (4 pages)View decision -
Decision Reference DRN-5626350
16 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5626350 The complaint Mr M complains about a hire agreement he entered into with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mr M and MFS have said and/or done, it should also be taken to include things said and/or done on their... (6 pages)View decision -
Decision Reference DRN-5430655
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5430655 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund a £397.30 transaction which Mr T says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything h... (3 pages)View decision -
Decision Reference DRN-5625296
16 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5625296 The complaint Mr C has complained about the way Creation Consumer Finance Limited administered a credit agreement he’d taken out to buy goods. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, ... (4 pages)View decision -
Decision Reference DRN-5625766
16 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5625766 The complaint Ms H complains Bank of Scotland plc trading as Halifax (BoS) lent to her irresponsibly. What happened In November 2023, Ms H complained about BoS’ lending decisions below, and their failure to adequately monitor her use of the overdraft: Date Overdraft limit ... (4 pages)View decision -
Decision Reference DRN-5406601
16 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5406601 The complaint Mr K complains about Covea Insurance plc (‘Covea’) recording a claim on his motor insurance policy. What happened Mr K was alleged to have been involved in and road traffic accident in January 2024. Based on the circumstances it was told over the phone at the ... (2 pages)View decision -
Decision Reference DRN-5573921
16 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5573921 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) misused his personal information when he applied for a credit card with them online. Mr B wants this error to be recognised, corrected, and for Nationwide to compensate him for his distress and inc... (3 pages)View decision -
Decision Reference DRN-5498413
16 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5498413 The complaint Mrs A, with the assistance of a representative Mr A, complains she was unable to make a payment online via Open Banking. She further complains after making the transfer by telephone, the payment did not reach the saving account in the timeframe HSBC had told he... (4 pages)View decision
