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 364862 results
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Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-5381429
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5381429 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr L applied for an Aqua credit card in October 2022. In his application Mr L said he was emp... (3 pages)View decision -
Decision Reference DRN-4892752
27 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-4892752 The complaint F – a limited company – complains that Starling Bank Limited (‘Starling’) hasn’t refunded all the money it lost as the result of a scam. Miss F has brought the complaint on behalf of F. And, for ease, as she was the individual who made the scam payments, I’ve ... (5 pages)View decision -
Decision Reference DRN-5381627
27 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5381627 The complaint Mr K complains about the customer service he received from Clydesdale Bank Plc trading as Virgin Money, when enquiring about depositing a cheque and raising a complaint about what happened. What happened A summary of what happened is below. Mr K held an account... (2 pages)View decision -
Decision Reference DRN-5351140
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5351140 The complaint Ms T complains that Barclays Bank UK PLC has recorded incorrect information with credit reference agencies and has provided poor service when trying to get this removed. What happened In August 2024, Ms T wanted to open a second current account with Barclays to... (3 pages)View decision -
Decision Reference DRN-5370507
27 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5370507 The complaint Mrs A complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) gave her finance without carrying out sufficient affordability checks. What happened In August 2021, Moneybarn provided Mrs A with a conditional sale agreem... (4 pages)View decision -
Decision Reference DRN-5359715
27 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5359715 The complaint Mr O argues that Moneybarn No. 1 Limited trading as Moneybarn lent irresponsibly to him when it agreed a conditional sale agreement to purchase a van. What happened In May 2022 Moneybarn agreed a conditional sale agreement of £14,430. The consumer paid an addit... (4 pages)View decision -
Decision Reference DRN-5335933
27 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5335933 The complaint Mr B complains that a loan he took from Gain Credit LLC trading as Lending Stream in September 2017 was paid off in full in December 2017. Mr B says that the subsequent arrears and default for that loan account was incorrect. It has caused him several years of ... (3 pages)View decision -
Decision Reference DRN-5431566
27 Mar 2025 Close Brothers Limited UpheldConsumer CreditDRN-5431566 The complaint Mr B acquired a new motor home through a conditional sale agreement with Close Brothers Limited. Mr B has had significant problems with the motor home and after failed attempts at repair, has sought to reject the vehicle and end his agreement with Close Brother... (7 pages)View decision -
Decision Reference DRN-5374706
27 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5374706 The complaint Miss L complains that MBNA Limited have irresponsibly lent to her. What happened Miss L was approved for an MBNA credit card in March 2020 with a £4,000 credit limit. She says that this was irresponsibly lent to her. Miss L made a complaint to MBNA. MBNA did no... (3 pages)View decision
