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 381196 results
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Decision Reference DRN-5710704
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5710704 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss W was approved for a Virgin Money credit card in October 2021, with a £7,300 credit limit. The credit limit was increased to £10,300 in August 2022. ... (4 pages)View decision -
Decision Reference DRN-5859302
7 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5859302 The complaint Mrs C and Mr C complain about the amount Intact Insurance UK Limited (Intact) paid to settle the claim they made under their home insurance policy. Mrs C and Mr C are being represented in this complaint by a relative, but as Mr C is the policyholder, and for ea... (3 pages)View decision -
Decision Reference DRN-5849355
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849355 The complaint Mrs T complains that Lloyds Bank PLC lent to her irresponsibly. What happened On 29 October 2015, Mrs T was given an overdraft limit of £2,200. The limit was reduced to £740 in May 2020. On 13 September 2024, Mrs T complained to Lloyds. She said the overdraft ... (4 pages)View decision -
Decision Reference DRN-5862966
7 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5862966 The complaint Mr M complains that J D Williams & Company Limited trading as Jacamo (Jacamo) lent to him irresponsibly. What happened Mr M opened a credit account with Jacamo in September 2021 with a credit limit of £500. No further limit increases were provided on this ... (3 pages)View decision -
Decision Reference DRN-5855148
7 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5855148 The complaint Mr B complains Metro Bank PLC recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this case, setting out why I didn’t intend to uphold this complai... (3 pages)View decision -
Decision Reference DRN-5806109
7 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5806109 The complaint Mr G complains about the quality of a car that was supplied through a hire purchase agreement with Black Horse Limited (BHL). What happened In June 2024, Mr G entered into a hire purchase agreement with BHL to acquire a used car. The car was just under six year... (3 pages)View decision -
Decision Reference DRN-5779987
7 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5779987 The complaint Mrs S complains Barclays Bank UK PLC’s IT outage stopped her making payments and she was charged late fees for a failed payment. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. Mrs S says she was unable to u... (2 pages)View decision -
Decision Reference DRN-5863521
7 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5863521 The complaint Mr M complains that Nationwide Building Society blocked his account and removed all his money because it believed his address was incorrect. Mr M would like his money back and £2,000 as compensation. What happened Nationwide sent Mr M a letter on 13 August 2024... (2 pages)View decision -
Decision Reference DRN-5509193
6 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5509193 The complaint Mrs S complains assessments both when she applied for an account and when her credit limit was increased. What happened Mrs S applied for a credit card account with Vanquis. It opened in March 2020, with an initial credit limit of £1000. That increased in Septe... (4 pages)View decision -
Decision Reference DRN-5652066
6 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5652066 The complaint Mr H has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr H unfortunately fell victim to a cryptocurrency investment scam. Not long after, he saw an advert on social media for a firm ... (2 pages)View decision
