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-5525044
29 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5525044 The complaint Mr S complains about the service he received from Clydesdale Bank Plc trading as Virgin Money when he needed to make a bank transfer from his Virgin Money account. What happened Mr S was moving house and changed address. Mr S didn’t use his Virgin account very... (3 pages)View decision -
Decision Reference DRN-5721190
29 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5721190 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In July 2024, Mrs W was supplied with a used car through a hire purchase agreement with Oodle. The... (6 pages)View decision -
Decision Reference DRN-5721496
29 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5721496 The complaint Mr A complains American Express Services Europe Limited (“American Express) didn’t do enough to help get a refund for a purchase made on his credit card. What happened In July 2024, Mr A bought a phone online from a company I’ll call “J”, paying via his Americ... (4 pages)View decision -
Decision Reference DRN-5639547
29 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5639547 The complaint Mr and Mrs M complain about how Inter Partner Assistance SA (“IPA”) handled a claim they made on their home emergency insurance policy. IPA is the underwriter of this policy, meaning they are the insurer. This complaint partly involves the actions of its agent... (3 pages)View decision -
Decision Reference DRN-5721426
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5721426 The complaint Ms W complains that Santander UK Plc failed to advise her about charges being deducted from international payments she made. What happened In January 2024 Ms W sent five payments to an overseas recipient. She sent a further five payments to a different overseas... (2 pages)View decision -
Decision Reference DRN-5634393
29 Jul 2025 Phoenix Life Limited Not upheldInsuranceDRN-5634393 The complaint Ms P’s complained that Phoenix Life Limited, trading as Standard Life haven’t dealt fairly with the total and permanent disability claim she’s made. What happened In 2000, Ms P bought a decreasing term life and critical illness policy from Standard Life. The po... (4 pages)View decision -
Decision Reference DRN-5239942
29 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5239942 The complaint Mr R complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr R says that the car developed faults very soon after he acquired it and he would like it repaired. What happened Mr R... (4 pages)View decision -
Decision Reference DRN-5718539
29 Jul 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5718539 The complaint Mr W complains that Leasys Uk Ltd (Leasys) incorrectly debited a payment from his account. He is also not happy with how his complaint has been handled. He would like compensation for the significant distress caused. What happened Mr W has explained that he ha... (3 pages)View decision -
Decision Reference DRN-5686756
29 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5686756 The complaint Mr D complains MBNA Limited trading as MBNA (MBNA) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr D says MBNA approved a credit card facility with a credit limit of £2,400 in June 2020. Mr D sa... (3 pages)View decision -
Decision Reference DRN-5589175
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5589175 The complaint Mr T complains that Nationwide Building Society unfairly denied him its switch account offer incentive payment after problems using his debit card. He wants the £175 payment to be made and compensation for the upset he has been caused. What happened Nationwide ... (3 pages)View decision
