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-5586911
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586911 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Th... (3 pages)View decision -
Decision Reference DRN-5609670
11 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5609670 The complaint Mr A is unhappy with the way American Express Services Europe Limited trading as American Express (AESEL) dealt with a claim for money back for goods he bought using his credit card. What happened Mr A bought two gold bars and a gold coin in September 2024 fro... (5 pages)View decision -
Decision Reference DRN-5586905
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5586905 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my... (3 pages)View decision -
Decision Reference DRN-5737257
11 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737257 The complaint Ms T complains that Nationwide Building Society didn’t pay her the £175 offered when she switched her account. What happened Ms T says that she didn’t understand the switching conditions for the payment due to her dyslexia. So, she didn’t realise that one condi... (2 pages)View decision -
Decision Reference DRN-5633970
11 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5633970 The complaint Mr P complains about Sainsbury's Bank Plc (SB) after they applied a fraud prevention marker. Mr P says this has caused a significant impact on his finances and continues to do so. What happened In 2018, a loan was taken out with SB in the name of a third p... (2 pages)View decision -
Decision Reference DRN-5811182
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5811182 The complaint Mr M complains about the service he received from The Royal Bank of Scotland (“RBS”) when it applied restrictions to his account following incoming payments resulting in him not having access to his funds. In particular, Mr M is unhappy that this was done witho... (4 pages)View decision -
Decision Reference DRN-5480929
11 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5480929 The complaint Mr P complains that Lendable Ltd (Lendable) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr P took out a personal loan with Lendable in March 2022. The amount borrowed was £1,500 over a term of 24... (2 pages)View decision -
Decision Reference DRN-5791640
11 Sep 2025 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-5791640 The complaint Mr R complains that James Hay Administration Company Limited (James Hay) gave him incorrect information and caused delays. What happened James Hay was the administrator of Mr R’s SIPP (self invested personal pension). Mr R’s complaint made to James Hay in Augu... (4 pages)View decision -
Decision Reference DRN-5719857
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5719857 The complaint Mr A complains about a claim he made to Clydesdale Bank Plc trading as Virgin Money in respect of a deposit paid for flights. What happened In November 2024, Mr A made payment of £1,500 to a travel agent who I’ll call E, using his Virgin Money credit card. The ... (4 pages)View decision -
Decision Reference DRN-5728882
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5728882 The complaint Mr F has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a cruise he paid for with credit it provided. What happened In July 2024, Mr F used his Virgin Money credit card to ... (5 pages)View decision