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 381195 results
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Decision Reference DRN-5400154
1 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5400154 The complaint Mr S complains that a delay by Oodle in removing an HPI marker on a car subject to a hire purchase agreement (“agreement”) he settled in full in November 2023 has caused him a substantial loss. What happened In November 2018 Mr S entered into an agreement with... (4 pages)View decision -
Decision Reference DRN-5142255
1 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5142255 The complaint A limited company, which I’ll call T, complains that Clydesdale Bank Plc trading as Virgin Money unfairly defaulted its bounce back loan (“BBL”) and transferred the debt to a debt collection agency without any notice. What happened T successfully applied for a ... (2 pages)View decision -
Decision Reference DRN-5179849
1 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5179849 The complaint Mr P is unhappy Wise Payments Limited will not refund the money he lost as the result of an APP (authorised push payment) scam. What happened As both parties are aware of the details of the scam I will not repeat them here in full. In summary, Mr P fell victim ... (3 pages)View decision -
Decision Reference DRN-5382567
1 Apr 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5382567 The complaint Mr M has complained about his let property insurer Great Lakes Insurance SE because it has settled his claim, for water damage, proportionately. What happened Mr M’s tenants notified him of a leak. The leak was fixed and Mr M made a claim to GL for the damag... (3 pages)View decision -
Decision Reference DRN-5102623
1 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5102623 The complaint Mr E has complained about how American Express Services Europe Limited (AESEL) (‘Amex’) dealt with a chargeback request. What happened Mr E bought a phone from a retailer (‘R’) through an online trading platform, which I will call ‘M’. However, he’s explained t... (2 pages)View decision -
Decision Reference DRN-5428017
1 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5428017 The complaint Ms A has complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Ms A said she used her NatWest debit card in December 2022 t... (3 pages)View decision -
Decision Reference DRN-5447712
1 Apr 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5447712 The complaint Mr M complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants his payments refunded along with interest. Mr M is represented by a third party but for ease of reference I have referred to Mr M throughout this decis... (4 pages)View decision -
Decision Reference DRN-5008340
1 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5008340 The complaint Mrs T complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Mrs T is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (14 pages)View decision -
Decision Reference DRN-5285310
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5285310 The complaint A limited company, which I will refer to as S, complains that Barclays Bank UK Plc treated it unfairly by revoking its access to its accounts without notice, and calling in its Bounce Back Loan. What happened Both parties agree: In 2020, S received a £50,00... (3 pages)View decision -
Decision Reference DRN-5386595
1 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5386595 The complaint Mrs M complains that Domestic & General Insurance Plc (D&G) refused to accept liability for the loss of her games console while in transit after she sent it for repair under her insurance policy. What happened Mrs M has insurance specifically for her g... (3 pages)View decision
