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-5693370
22 Sep 2025 National House-Building Council Not upheldInsuranceDRN-5693370 The complaint Mr W is unhappy with National House-Building Council’s (NHBC) handling of a claim he made under his Buildmark policy for defects with his building. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC – the... (4 pages)View decision -
Decision Reference DRN-5528873
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5528873 The complaint Mr B, on behalf of his company B, complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) declined to refund B just over £2,000 which he says it lost as a result of a scam. What happened The circumstances of this complaint are well known to both p... (4 pages)View decision -
Decision Reference DRN-5763125
22 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5763125 The complaint Mr W complains that HSBC UK Bank plc (‘HSBC’) incorrectly advised him he didn’t have a credit card account, leading to a late payment and financial loss. Mr W wants an explanation, an apology, and compensation for his financial loss, distress and inconvenience.... (3 pages)View decision -
Decision Reference DRN-5664394
22 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5664394 The complaint Mr F complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to deal with his dispute concerning a car properly. What happened In March 2024 Mr F bought a car costing £10,995 from a dealer (“the merchant”). He paid for part of the cost usin... (3 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision -
Decision Reference DRN-5570474
22 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570474 The complaint Mr R complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr R 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 Mr R hims... (3 pages)View decision -
Decision Reference DRN-5831077
22 Sep 2025 Embark Investment Services Limited Not upheldInvestmentsDRN-5831077 The complaint Mr C complains that Embark Investment Services Limited, trading as Stocktrade, failed to follow his instructions on a rights issue. Mr C would now like Stocktrade to recompense him for the investment losses that he says he’s incurred because of their error. Wh... (3 pages)View decision -
Decision Reference DRN-5428245
22 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5428245 The complaint Miss U complains that Western Union Payment Services GB Limited (‘Western Union’) won’t refund the money she lost after falling victim to a scam. What happened In 2024 Miss U was approached on a social media site by someone offering an investment opportunity. ... (2 pages)View decision -
Decision Reference DRN-5498542
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5498542 The complaint Mr C complains that HSBC UK Bank Plc trading as First Direct (First Direct) closed his accounts, without providing a proper explanation. What happened Mr C had a current account and savings accounts with First Direct. In October 2024, First Direct decided to ... (3 pages)View decision -
Decision Reference DRN-5782941
22 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5782941 The complaint Ms J complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) did not properly pursue a chargeback or accept her section 75 Consumer Credit Act 1974 (“s.75”) claim. What happened Ms J booked flights to an overseas destination with an airline. She has e... (2 pages)View decision