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-5644682
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644682 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in July 2024. In his application, Mr L said he was earning £33,500 a year... (3 pages)View decision -
Decision Reference DRN-5745718
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5745718 The complaint Mr J complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties and were explained thoroughl... (3 pages)View decision -
Decision Reference DRN-5642906
8 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642906 The complaint Mr W complains that NewDay Ltd trading as John Lewis Credit Card lent irresponsibly when it approved his credit card application. What happened Mr W applied for a John Lewis credit card with NewDay in December 2022. In his application, Mr W said he was employe... (2 pages)View decision -
Decision Reference DRN-5688559
8 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5688559 The complaint Mr B is unhappy with Nationwide Building Society. Mr B cancelled a standing order only to find a week later Nationwide went ahead and made the payment. Mr B wanted the money back and he asked Nationwide to deal with this via email, so he was upset again when it... (4 pages)View decision -
Decision Reference DRN-5799472
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5799472 The complaint Mrs O complains Admiral Insurance (Gibraltar) Limited unfairly settled a motor insurance claim as split liability. Mrs O’s been represented for the claim and complaint at points. For simplicity I’ve referred to the representatives’ actions as being Mrs O’s own... (2 pages)View decision -
Decision Reference DRN-5803650
8 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5803650 The complaint Mr N complains about the way in which Barclays Bank UK PLC dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank operates in this case under its Barclaycard brand. What happened In or around June 2020 Mr N agreed t... (4 pages)View decision -
Decision Reference DRN-5491973
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5491973 The complaint Mr G is unhappy as he feels that the hire purchase agreement he entered into with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) was mis-sold. What happened Mr G entered into a hire purchase agreement with AFS in November... (4 pages)View decision -
Decision Reference DRN-5253582
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5253582 The complaint Mrs K and Mr S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the full amount of money they lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspiciou... (3 pages)View decision -
Decision Reference DRN-5797480
8 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5797480 The complaint Mr F is unhappy with the way Liverpool Victoria Insurance Company Limited handled a motor insurance claim. What happened Mr F was unfortunately involved in a car accident on 12 September 2023 which resulted in his car being written off. When reporting the incid... (6 pages)View decision -
Decision Reference DRN-5790858
8 Sep 2025 ONMO Limited UpheldBanking and PaymentsDRN-5790858 The complaint Miss H is unhappy that ONMO Limited sent her a text message stating that she hadn’t made the required payment to her account for that month when she already had done. What happened Miss H received a text message from ONMO which said that she hadn’t made her con... (2 pages)View decision
