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-5510759
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5510759 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to help him recover a hire car deposit. What happened In March 2024 Mr H hired a car in the United States of America. He had booked this in advance. He has explained that the rent... (3 pages)View decision -
Decision Reference DRN-5494374
10 Sep 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5494374 The complaint The complainant is E, a limited company, represented in this complaint by its director Mr S. Mr S complains that Aldermore Bank Plc took a payment for its buy to let mortgage twice, and then said no payment had been made when Mr S recalled the direct debit. Wha... (2 pages)View decision -
Decision Reference DRN-5289732
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5289732 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being supported in making her complaint by a representative but for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5731667
10 Sep 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5731667 The complaint Mr Q complains Capquest Debt Recovery Limited sent him a letter saying they owned a debt in his name which was unsolicited. Mr Q’s unhappy Capquest didn’t provide the credit agreement and other documents when first contacting him. What happened From the informa... (3 pages)View decision -
Decision Reference DRN-5803300
10 Sep 2025 Taylormade Finance Ltd Not upheldMortgagesDRN-5803300 The complaint Miss M and Mr S complain that Taylormade Finance Ltd did not provide the service it promised and therefore should refund a fee it charged them. What happened In 2024, Taylormade gave Miss M and Mr S mortgage advice. They signed a fee agreement agreeing to pay a... (3 pages)View decision -
Decision Reference DRN-5613473
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5613473 The complaint Mrs S is unhappy with how Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) administered her credit card account. What happened Mrs S explains a family member, who I’ll refer to as ‘A’, contacted her explaining they had received emails from Tesco saying the... (3 pages)View decision -
Decision Reference DRN-5808826
10 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5808826 The complaint Mr W complains about missing contributions he made to his pension with Aviva Life & Pensions UK Limited (‘Aviva’) and the service he has received from them. What happened Mr W has a personal pension (‘PP’) with Aviva which contains four plans. In around Ja... (5 pages)View decision -
Decision Reference DRN-5781557
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5781557 The complaint Mr K complains that Barclays Bank UK PLC closed his account without giving him notice of its intention to do so. What happened Mr K had an account with Barclays. He transferred money from the account to friends. When they transferred money back into the account... (2 pages)View decision -
Decision Reference DRN-5215961
10 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5215961 The complaint Ms M complains that Wise Payments Limited won’t refund money she lost to a scam. Ms M is represented by a firm, but for ease I have only referred to Ms M in my decision. What happened The details of this complaint are well known to both parties so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5714801
10 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5714801 The complaint Mrs P complains about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled a flood claim she made under her property insurance policy. What happened The following is intended as a summary of key events only. Mrs P held a home insurance policy w... (3 pages)View decision