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 401363 results
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Decision Reference DRN-6258776
20 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6258776 The complaint Mr W complains Bank of Scotland plc trading as Halifax didn’t recognise he was struggling with compulsive gambling and didn’t intervene or offer support. What happened Mr W explained he used his Halifax current account to ‘almost constantly’ calculated he lost ... (3 pages)View decision -
Decision Reference DRN-6301943
20 Apr 2026 Clydesdale Bank Plc Not upheldConsumer CreditDRN-6301943 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) lent to him irresponsibly by failing to make appropriate affordability checks before making him a loan. What happened Mr A applied for and was granted the following loan from Virgin... (5 pages)View decision -
Decision Reference DRN-6274672
20 Apr 2026 NewDay Ltd Not upheldConsumer CreditDRN-6274672 The complaint Mr D has complained about NewDay Ltd holding him liable for a debt resulting from a credit agreement. What happened To reflect my role of resolving disputes quickly with minimum formality, I’ll only briefly summarise what happened here. In July 2020, NewDay ag... (3 pages)View decision -
Decision Reference DRN-5865403
20 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5865403 The complaint Mr and Mrs K are unhappy that National Westminster Bank Public Limited Company (‘NatWest’) won’t refund them after they reported being the victims of a scam. What happened Both parties are aware of the facts of the case so I will provide a summary of events. Th... (5 pages)View decision -
Decision Reference DRN-6275171
20 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6275171 The complaint Miss C complains that Bank of Scotland plc trading as Halifax hasn’t refunded payments she made by mistake. What happened In September and October 2024, Miss C made two on-line payments to a third party for £100 and £390 respectively by mistake. When Miss C b... (2 pages)View decision -
Decision Reference DRN-6301634
20 Apr 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-6301634 The complaint Mr P has complained that CREATION CONSUMER FINANCE LIMITED (Creation) unfairly registered a fraud prevention marker against him. What happened In July 2023, Mr P bought goods and financed them via a Fixed Sum Loan Agreement with Creation. The loan had a paymen... (6 pages)View decision -
Decision Reference DRN-6269812
20 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6269812 The complaint Mr L and the estate of Mrs S complain about Nationwide Building Society’s handling of the transfer of funds and closure of a joint savings passbook account, at a Nationwide branch without Mr L’s authority or notification. What happened Mr L and Mrs S opened a ... (4 pages)View decision -
Decision Reference DRN-6278696
20 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6278696 The complaint Ms M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-6134108
20 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6134108 The complaint Mrs P is complaining about Liverpool Victoria Insurance Company Limited (LV) decision to accept liability following an accident her named driver was involved in, under her motor insurance policy. Mrs P was represented by a relative when she referred her compla... (3 pages)View decision -
Decision Reference DRN-5953087
20 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5953087 The complaint Mr S complains that Capital One (Europe) plc (‘Capital One’) defaulted his credit card account when he intended to close it and didn’t communicate fairly about this. Mr S would like the default removed from his credit file and compensation for his distress and ... (3 pages)View decision