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 369227 results
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Decision Reference DRN-5518724
29 Apr 2025 Threadneedle Investment Services Limited UpheldInvestmentsDRN-5518724 The complaint Mrs K complains that Threadneedle Investment Services Limited, trading as Columbia Threadneedle Investments (‘Columbia’), failed to follow her wishes prior to a fund closure. Mrs K would now like Columbia to recompense her for the funds she believes her monies ... (7 pages)View decision -
Decision Reference DRN-5140565
29 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5140565 The complaint Miss W complains that National Westminster Bank Public Limited Company acted unfairly in its handling of her Bounce Back Loan (BBL) and Small Business Loan (SBL). What happened Miss W was a sole trader. In May 2020, she successfully applied for a £40,000 BBL fr... (4 pages)View decision -
Decision Reference DRN-5513955
29 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5513955 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges that have been applied to his account refunded along with statutory interest and any adverse information removed from his credit file. Mr W is re... (2 pages)View decision -
Decision Reference DRN-5514526
29 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5514526 The complaint Mr G complains that Clydesdale Bank Plc, trading as Virgin Money, charged him cash advance fees. What happened When Mr G made payments using his credit card through Curve, he was unhappy that Virgin Money treated the payments as e-money and charged a cash advan... (2 pages)View decision -
Decision Reference DRN-5447356
29 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5447356 The complaint Mr D complains that American Express Services Europe Limited unreasonably declined to refund transactions that he says he didn’t make. What happened In June 2024, Mr G contacted American Express (“Amex”) as he’d noticed a pending transaction on his account to a... (3 pages)View decision -
Decision Reference DRN-5401760
29 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5401760 The complaint Mr F has complained about his car insurer Ageas Insurance Limited because he feels it hasn’t applied a fair market valuation for his car which was stolen. What happened Mr F made a claim to Ageas in September 2024 when his car was stolen. Ageas reviewed motor ... (3 pages)View decision -
Decision Reference DRN-5513211
29 Apr 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5513211 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) was of an unsatisfactory quality. What happened In September 2023, Mr S was supplied wi... (7 pages)View decision -
Decision Reference DRN-5305229
29 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5305229 The complaint Miss A complains that Revolut Limited (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss A says that she was abroad and needed funds so was looking at online jobs. In September 2023 she received a message from a r... (12 pages)View decision -
Decision Reference DRN-5464814
29 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5464814 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants all interest and charges refunded and to only be required to repay the amount he borrowed. He wants a repayment plan agreed for the ... (3 pages)View decision -
Decision Reference DRN-4967759
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4967759 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr B decided to invest with a company I’ll call H in this decision. H was involved in property development. In July 2018 Mr B t... (3 pages)View decision
