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 381196 results
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Decision Reference DRN-5571460
11 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5571460 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest and any adverse information regarding the loans removed from his cr... (4 pages)View decision -
Decision Reference DRN-5631531
11 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5631531 The complaint Ms R complains about a lack of support from Barclays Bank UK PLC with her mortgage, after the other party on the mortgage stopped paying. The mortgage is in considerable arrears, Ms R says that’s because Barclays prevented her from making payments. What happene... (4 pages)View decision -
Decision Reference DRN-5646219
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5646219 The complaint Miss O complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss O was approved for a Capital One credit card in July 2021 with a £500 credit limit. Capital One increased the credit limit to £750 in August 2023. The credit limit was ... (4 pages)View decision -
Decision Reference DRN-5380962
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5380962 The complaint E, a limited company, complains National Westminster Bank trading as Mettle (“Mettle”) won’t reimburse £6,950 that it lost when its director (Mr A) fell victim to advanced fee scam. What happened Our investigator didn’t uphold the complaint. He didn’t think th... (2 pages)View decision -
Decision Reference DRN-5737322
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5737322 The complaint Miss B complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her for the total loss of her car following a claim made on her motor insurance policy. She wants it to increase its offer by £4,000. What happened Miss B’s car was damage... (3 pages)View decision -
Decision Reference DRN-5800189
11 Sep 2025 Gain Credit LLC UpheldConsumer CreditDRN-5800189 The complaint Miss W complains about Gain Credit LLC trading as Lending Stream. She says that it lent to her irresponsibly. What happened Miss W applied for one loan on 23 February 2024. It was for £500 but Lending Stream offered her a loan of £250. It was to be repaid over ... (3 pages)View decision -
Decision Reference DRN-5804987
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5804987 The complaint Ms L’s unhappy with how Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) handled her request for account access to be restored when they blocked her credit card account. Ms L says this caused harm to her credit file and financial loss, and she wants this ... (2 pages)View decision -
Decision Reference DRN-5687749
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5687749 The complaint Mr L has complained about the way Capital One (Europe) plc (“Capital One”) dealt with a claim for money back in relation to a hotel room he paid for with credit it provided. What happened In January 2025, Mr L used his Capital One credit card to pay for a hote... (5 pages)View decision -
Decision Reference DRN-5690155
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5690155 The complaint Mr A complains that HSBC UK Bank Plc trading as first direct deleted the payment details of a beneficiary after he hadn’t used these for more than 13 months. What happened Mr A explains that he needed to pay a local taxi firm and confirmed that he would use the... (2 pages)View decision -
Decision Reference DRN-5810797
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5810797 The complaint Mrs H complains TSB Bank Plc has refused to refund transactions made from her account which she says were unauthorised. Mrs H is represented in this complaint by her daughter, Mrs W. What happened Between 2018 and 2023, regular cash withdrawals were made from... (5 pages)View decision
