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 400694 results
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Decision Reference DRN-5830425
29 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5830425 The complaint Mr C is unhappy with the administration of his Clydesdale Bank Plc, trading as Virgin Money, credit card. What happened Mr C holds a credit card with Virgin. In April 2025, Mr C contacted Virgin to let it know that he was under some financial pressure; he want... (3 pages)View decision -
Decision Reference DRN-5408740
29 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5408740 The complaint P, a limited company, has complained Clydesdale Bank plc, trading as Virgin Money, did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened P operates as a small business overseas and trades with UK-bas... (2 pages)View decision -
Decision Reference DRN-5600090
29 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5600090 The complaint Mrs S complains that Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. For ease of reference, I’ll refer to Mrs S when referring to both her and her representative.... (4 pages)View decision -
Decision Reference DRN-5777518
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777518 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-5746356
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746356 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-5581480
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5581480 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened The background to this case is well-known to both parties, so I won’t repeat it in detail here and will just set out a brief... (3 pages)View decision -
Decision Reference DRN-5914807
29 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5914807 The complaint Mr F and Miss W have complained that U K Insurance Limited (UKI) unfairly declined part of their claim under their home insurance policy. As Mr F mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. References to UKI... (2 pages)View decision -
Decision Reference DRN-5764571
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5764571 The complaint Miss L complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Miss L explains she found an investment opportunity via an unregulated advisor. This investment was in the development of holiday lodges which would ev... (4 pages)View decision -
Decision Reference DRN-5833809
29 Oct 2025 Howserv Limited Not upheldInsuranceDRN-5833809 The complaint Mr and Mrs K complain about how Howserv Limited dealt with a request in relation to their travel insurance policy. What happened Mr and Mrs K took out an annual travel insurance policy. The policy covered destinations in ‘Europe: Including Cyprus, Egypt, Greec... (2 pages)View decision -
Decision Reference DRN-5896144
29 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5896144 The complaint Mr R and Mrs R complain that Nationwide Building Society wouldn’t help them to make a payment to existing payee details when they were on holiday. What happened Mr R and Mrs R explain that while abroad they wanted to transfer £100 to another bank account held b... (3 pages)View decision