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 393318 results
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Decision Reference DRN-5833602
30 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5833602 The complaint Mr L complains National Westminster Bank Public Limited Company (NatWest) failed to pay his direct debit indemnity claim. What happened Mr L complained to NatWest about a direct debit going to his local council which he said he’d paid from another account. Na... (3 pages)View decision -
Decision Reference DRN-5549443
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5549443 The complaint Ms M complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, ... (3 pages)View decision -
Decision Reference DRN-5724950
30 Sep 2025 Oakbrook Loans Limited Not upheldConsumer CreditDRN-5724950 The complaint Mr P complains Oakbrook Loans Limited, trading as Oakbrook Loans (Oakbrook) unfairly reported a default for his fixed-sum loan to the credit reference agencies (CRAs). What happened Mr P’s loan started in February 2024 and in September 2024 he contacted Oakbro... (3 pages)View decision -
Decision Reference DRN-5763141
30 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5763141 Complaint Mrs H has complained about a loan Bamboo Limited (“Bamboo”) provided to her. She effectively says that the loan was unaffordable and that Bamboo failed to conduct proportionate checks, so should have done more before providing her with this loan. Background Bamboo... (3 pages)View decision -
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-5828094
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5828094 The complaint Mr B complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from losing money in relation to an investment. Mr B has used a representative to help with his complaint. But, for ease of reading, I’ll mostly refer to Mr B himself w... (3 pages)View decision -
Decision Reference DRN-5842832
30 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5842832 The complaint Mr S complains Moneybarn No.1 Limited (Moneybarn) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr S entered into a conditional sale agreement with Moneybarn in order to a... (4 pages)View decision -
Decision Reference DRN-4347875
30 Sep 2025 Scottish Widows Limited Not upheldInsuranceDRN-4347875 The complaint The trustees of the K Trust, represented by Mrs K, complain about a reviewable whole of life (RWOL) policy they hold with Scottish Widows Limited (SW). They’re unhappy with the outcome of a policy review in 2021. What happened For ease of reading, I will mainly... (3 pages)View decision -
Decision Reference DRN-5848974
30 Sep 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5848974 The complaint Mr R is unhappy with how Vanquis Bank Limited continued to report his credit card to the credit reference agencies (CRAs) after his Debt Relief Order (DRO) completed. More recently Mr R also raised concerns about Vanquis Bank Limited’s handling of his Data Sub... (6 pages)View decision -
Decision Reference DRN-4254671
30 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4254671 The complaint Mrs M, as trustee of the C Trust, complains about how Zurich Assurance Ltd have administered a whole of life policy the trust held. She’s unhappy that the policy has lapsed and thinks Zurich didn’t provide the trust with sufficient information prior to this hap... (4 pages)View decision