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-5762624
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5762624 The complaint Miss O has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim she made to them What happened Miss O purchased a five day driving course from a supplier I shall call ‘G’ in August 2023 to the sum of £1508.00 on... (5 pages)View decision -
Decision Reference DRN-5640038
23 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5640038 The complaint Mr M and Mrs M complained that esure Insurance Limited had failed to advise Mrs M that her motor insurance policy was due for renewal. Mr M brought the complaint on her behalf. What happened Mrs M’s car was damaged in an accident in February 2025, and Mr M rep... (3 pages)View decision -
Decision Reference DRN-5639904
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5639904 The complaint Miss N complains that Barclays Bank UK PLC won’t refund money she lost to a purchase scam. What happened Miss N needed to purchase two airline tickets after a family bereavement. She thought she was dealing with an airline that had contacted her after she compl... (2 pages)View decision -
Decision Reference DRN-5616711
23 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5616711 The complaint A company that I’ll refer to as C complains Aviva Insurance Limited has unfairly declined a claim it made on a business protection insurance policy. Mr M, the owner of C, brings the complaint on its behalf. What happened The full details of the complaint are we... (4 pages)View decision -
Decision Reference DRN-5833780
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5833780 The complaint Mr L complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to identify and take any action when he began spending compulsively. He believes he has suffered financial and emotional harm as a result. Notes: Whilst Mr L has brought this complai... (2 pages)View decision -
Decision Reference DRN-5835147
23 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5835147 The complaint Mr F is unhappy that Nationwide Building Society can’t clearly explain interest charges that have been applied to his account. What happened On 18 September 2024, Mr F took a cash withdrawal from his Nationwide credit card account. When Mr F received his accou... (3 pages)View decision -
Decision Reference DRN-5694366
23 Sep 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5694366 The complaint Mrs W complains that Lloyds Bank General Insurance Limited have provided poor service and delayed in dealing with her claim following an escape of water. What happened Mrs W held buildings and contents insurance with Lloyds. In December 2023 she made a claim ... (3 pages)View decision -
Decision Reference DRN-5630790
23 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5630790 The complaint Mr S and Miss Y complain that a car supplied to them under a conditional sale agreement with Moneybarn No. 1 Limited (MBL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provis... (6 pages)View decision -
Decision Reference DRN-5625993
23 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5625993 The complaint Mrs H complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“Evergreen”) didn’t complete proper checks before lending to her. What happened Between July 2023 and April 2024, Mrs H applied for four loans with Evergreen: • The first was in July... (4 pages)View decision -
Decision Reference DRN-5803275
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5803275 The complaint Mr B complains that Nationwide Building Society declined his account application. He wants to know what information it has based its decision on. What happened Mr B held an account with Nationwide which was closed in 2024 (which has been the subject of a separ... (2 pages)View decision