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 375432 results
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Decision Reference DRN-5670908
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5670908 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in September 2022. In her application, Miss H said she w... (3 pages)View decision -
Decision Reference DRN-5622386
22 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5622386 The complaint Mr U complains that Capital One (Europe) plc closed his credit card accounts. What happened Mr U opened a credit card account with Capital One in July 2006. He opened a second credit card account with Capital One in March 2012. Mr U didn’t use the cards regular... (2 pages)View decision -
Decision Reference DRN-5698976
22 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5698976 The complaint Mrs S complains that Zopa Bank Limited calculated the remaining balance on her loan incorrectly, and that it failed to make reasonable adjustments when communicating with her. What happened I issued a provisional decision setting out what I thought about Mrs S’... (5 pages)View decision -
Decision Reference DRN-5331333
22 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331333 The complaint Mr C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with his request for money back. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise... (5 pages)View decision -
Decision Reference DRN-5257868
22 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5257868 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr C is represented, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5422076
22 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5422076 The complaint Ms W complains that Aviva Life & Pensions UK Limited (Aviva) provided her with poor service after 17 May 2024. What happened Ms W held three personal pension plans with Aviva. In the first part of 2024, Ms W made a number of complaints to Aviva relating to ... (7 pages)View decision -
Decision Reference DRN-5040974
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5040974 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughout ... (5 pages)View decision -
Decision Reference DRN-5695402
22 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5695402 The complaint Miss P complains that PayPal UK Ltd irresponsible gave her a credit card she couldn’t afford to repay. What happened In November 2024, Miss P applied for a credit card with PayPal. She was given a credit limit of £1,000. In May 2025, Miss P complained to PayPal... (3 pages)View decision -
Decision Reference DRN-5707710
22 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5707710 The complaint Ms F complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, in July 2024, Ms F received a phone call from someone c... (4 pages)View decision -
Decision Reference DRN-5707698
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5707698 The complaint Ms F complains that Nationwide Building Society won’t refund her the money she lost as a result of a scam. What happened The background to the scam is familiar to the parties, so I won’t set it out in detail here, but will simply summarise it. Briefly, in July ... (4 pages)View decision
