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 363152 results
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Decision Reference DRN-4664909
12 Mar 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4664909 Complaint Mrs A has complained about a loan Lloyds Bank Plc (“Lloyds”) provided to her. She says that the loan was provided to her at a time when she was on maternity leave and only receiving statutory maternity pay. Background Mrs A has also complained about her overdraft. How... (3 pages)View decision -
Decision Reference DRN-4670945
12 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4670945 The complaint Mrs T is unhappy that Astrenska Insurance Limited have declined a claim she made on her travel insurance policy. What happened Mrs T was on holiday on an island which was impacted by a severe storm. This caused a lot of disruption and damage to the island. Shortly... (2 pages)View decision -
Decision Reference DRN-4600185
12 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4600185 Complaint Miss L has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with a credit card as it was unaffordable due to other debts that she already held. Background Virgin Money provided Mi... (3 pages)View decision -
Decision Reference DRN-4561863
12 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4561863 The complaint Mr C complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent his loss. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Mr C says he fell victim to a... (3 pages)View decision -
Decision Reference DRN-4662837
11 Mar 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4662837 The complaint Mr C is unhappy that Kroo Bank Ltd has decided not to refund him after he was the victim of an Authorised Push Payment “APP” scam. What happened Mr C says he was scammed using a dating application/website and sent £25 to individual as a result. He reported the pay... (2 pages)View decision -
Decision Reference DRN-4430995
11 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4430995 The complaint Mr P complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to him the money that he paid for some holiday club membership point rights. He’s being represented in his complaint by a legal adviser. What happened Mr P and his w... (6 pages)View decision -
Decision Reference DRN-4517043
11 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4517043 The complaint Miss S has complained about the way Barclays Bank UK PLC trading as Barclaycard dealt with a claim she’d made under section 75 of the Consumer Credit Act 1974. What happened The circumstances of the complaint are well known so I’m not going to go over everything a... (3 pages)View decision -
Decision Reference DRN-4675862
11 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4675862 The complaint Ms B complains that Revolut Ltd won’t refund a card payment of £298 she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (4 pages)View decision -
Decision Reference DRN-4461435
11 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4461435 The complaint Mr W complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for two holiday club memberships. He’s being represented in his complaint by a claims management company. What happened Mr W ... (5 pages)View decision -
Decision Reference DRN-4674333
11 Mar 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4674333 The complaint Mr S complains Sainsbury’s Bank Plc trading as Sainsbury’s Finance (“Sainsbury’s Bank”) hasn’t treated him fairly when he raised a claim under section 75 of the Consumer Credit Act 1974 (“CCA”) What happened Mr S bought a used car in May 2022. The car was just und... (6 pages)View decision
