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
-
Decision Reference DRN-5442636
15 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5442636 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr G was approved for a Virgin Money credit card in August 2022 with a £5,000 credit limit. I will refer to this card as A in this decision. Mr G was approv... (3 pages)View decision -
Decision Reference DRN-4943123
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4943123 The complaint Mr I complains that Lloyds Bank PLC did not reimburse the funds he says he lost to a scam. What happened Mr I says he was contacted on a social media site by an individual who said he worked for an investment company. Mr I says the individual showed him his onl... (2 pages)View decision -
Decision Reference DRN-5486101
15 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5486101 The complaint Mr A complains that American Express Services Europe Limited (AESEL) didn’t give him another companion voucher when he upgraded his British Airways (BA) credit card to a BA Premium Plus card. What happened In March 2025, I issued my provisional decision on thi... (3 pages)View decision -
Decision Reference DRN-5369266
15 Apr 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5369266 The complaint Mr A is unhappy that PayPal UK Ltd defaulted his account. What happened Mr A had a credit account with PayPal with a credit limit of £600. On 3 January 2023, PayPal issued an account statement which showed Mr A’s account balance at the time of the last statemen... (5 pages)View decision -
Decision Reference DRN-5365853
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365853 The complaint C complains that Lloyds Bank PLC didn’t protect them from an investment scam. C is being supported in making their complaint by a representative. But for ease, I’ll only refer to C in this decision. What happened C explains that they wanted to start investing a... (5 pages)View decision -
Decision Reference DRN-5416976
15 Apr 2025 Metro Bank PLC UpheldConsumer CreditDRN-5416976 The complaint Miss W complains that Metro Bank PLC trading as RateSetter gave her misleading information when she settled her loan which she said led to significant financial and emotional consequences. What happened Miss W took out a RateSetter loan. On 4 August 2024, she m... (4 pages)View decision -
Decision Reference DRN-5486183
15 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5486183 The complaint Mr M has complained about the standard of repairs to his car and the customer service from Aviva Insurance Limited following his claim under his motor policy, after an accident. What happened Mr M was involved in an accident and made a claim to Aviva. Mr M sai... (3 pages)View decision -
Decision Reference DRN-5486411
15 Apr 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5486411 The complaint Mr M complains that Northern Bank Limited trading as Danske Bank didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to ... (4 pages)View decision -
Decision Reference DRN-5486324
15 Apr 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5486324 The complaint Mr E is a sole trader. He has complained about the insurer for his business’s premises, Allianz Insurance Plc, because it has avoided the policy (treated it as though it has never existed) and, by association, declined the claim Mr E made following a fire. Wha... (3 pages)View decision -
Decision Reference DRN-5393657
15 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5393657 The complaint Mr M complains that TSB Bank plc (TSB) failed to apply gambling blocks to his account, and did not acknowledge and respond to his associated complaints. As a result, Mr M lost money and his mental health was affected. Mr M is represented by a third party but fo... (2 pages)View decision