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 374385 results
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Decision Reference DRN-5553293
3 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5553293 The complaint Miss D complains about the repayment solution that Marks and Spencer Financial Services Plc put in place for her. She’s also unhappy that she continued to receive letters, phone calls and threats of default. What happened Miss D holds a credit card account with... (3 pages)View decision -
Decision Reference DRN-5627871
3 Jul 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5627871 The complaint Mr and Mrs K have complained that Bank of Ireland (UK) PLC (“Post Office Money”) didn’t approve applications for two fixed rate bond savings accounts. What happened Mr and Mrs K applied for two, three-year joint Growth Bonds with Post Office Money on 28 Decembe... (3 pages)View decision -
Decision Reference DRN-5480537
3 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5480537 The complaint Mr V complains that Barclays Bank UK PLC (trading as Tesco Bank) accepted a partial settlement of his credit card account but is now saying it cannot do so without defaulting his account. What happened Mr V says Tesco agreed to accept £5,500 as settlement for ... (4 pages)View decision -
Decision Reference DRN-5615303
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5615303 The complaint Mr S complains that HSBC UK Bank Plc trading as First Direct reported incorrect information to the credit reference agencies. What happened Mr S holds a credit card with HSBC. In October 2023 Mr S reported his credit card as lost or stolen. In July 2024 Mr S co... (2 pages)View decision -
Decision Reference DRN-5150125
3 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5150125 The complaint Mr G complains Bank of Scotland plc (BoS) lent to him irresponsibly when they approved his application for an overdraft and subsequent limit increases. He also complains they failed to monitor his account to ensure the overdraft remained affordable. What happe... (4 pages)View decision -
Decision Reference DRN-5602584
3 Jul 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5602584 The complaint Miss H complains that Lendable Ltd trading as Zable sent her a notification that she could be eligible for a credit limit increase, but she was unable to access it What happened Miss H received an email from Zable on 29 December 2024 advising her that she may b... (2 pages)View decision -
Decision Reference DRN-5598473
3 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5598473 The complaint Mr W complains that American Express Services Europe Limited (AESEL) changed his credit card to a different product type, which resulted in a change in conversion value of his points. What happened Mr W held a Blue Sky Credit Card with AESEL since February 2008... (2 pages)View decision -
Decision Reference DRN-5498692
3 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5498692 The complaint Miss M complains about a caravan supplied to her using a hire purchase agreement taken out with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CA Auto”). What happened In March 2024, Miss M acquired a used caravan using a hire purchase agreement with C... (6 pages)View decision -
Decision Reference DRN-5534691
3 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5534691 The complaint Mr N complains Clydesdale Bank Plc trading as Virgin Money failed to send him text alerts when his account was overdrawn. He’s also unhappy they didn’t tell him when charges were applied to his account. What happened The details of this complaint are well-know... (2 pages)View decision -
Decision Reference DRN-5275645
3 Jul 2025 Scottish Widows Limited Not upheldInsuranceDRN-5275645 The complaint Mr R complains that he didn’t receive annual statements for some life policies he held with Scottish Widows Limited. What happened In late 2024 Mr R complained about three policies he held with Scottish Widows saying he hadn’t been receiving annual statements. ... (3 pages)View decision
