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 381082 results
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Decision Reference DRN-5527741
23 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5527741 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) is recording adverse information on his credit file in relation to a loan which he says wasn’t taken out by him. What happened In September 2024, a £13,500 loan was taken out with Halifax i... (3 pages)View decision -
Decision Reference DRN-5561093
23 Jul 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5561093 The complaint Mr S complains he had to provide a copy of his driving license when opening a new Collection Pot with Modular FS Limited (MFS). He complains MFS collected additional sensitive information that wasn’t necessary. What happened The details of this complaint are we... (3 pages)View decision -
Decision Reference DRN-5660401
23 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5660401 The complaint Mr S complains that Marks and Spencer Financial Services Plc trading as M&S Bank registered a default on his account and passed it to a debt collection agency. What happened In August 2024 Mr S took out a credit card with M&S Bank. When he opened the ac... (2 pages)View decision -
Decision Reference DRN-5552036
23 Jul 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5552036 The complaint Mr M complains that Quilter Financial Services Limited (‘Quilter’) gave unsuitable advice to switch his existing pension plans to a flexi-drawdown arrangement and that it also failed to properly carry out an effective annual review service, which he was paying ... (7 pages)View decision -
Decision Reference DRN-5711514
23 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5711514 The complaint Mr W complains that American Express Services Europe Limited (“AmEx”) didn’t honour a promotional offer he feels he was eligible for. What happened Mr W wanted to avail of an offer promoted by AmEx wherein he would receive a £100 reimbursement if he spent over... (3 pages)View decision -
Decision Reference DRN-5498950
23 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5498950 The complaint Mr N complains that he lost a guaranteed minimum pension (GMP) entitlement following a transfer of his pension annuity from Royal London Mutual Insurance Society Limited trading as Royal London (Royal London) to another provider in 2006. He is also unhappy that... (3 pages)View decision -
Decision Reference DRN-5537108
23 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5537108 The complaint Miss M complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to help her when she was trying to pay in a cheque. What happened Miss M has an account with Virgin Money. She’s told us she has mobility issues too and relies on online banking. Miss... (2 pages)View decision -
Decision Reference DRN-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-5408640
23 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5408640 The complaint Mr D complains that Bamboo Limited (Bamboo) didn’t sufficiently check whether he could afford the loan they agreed to lend to him. What happened In October 2023 Mr D entered into a Fixed Sum loan agreement with Bamboo for £15,000. After interest and charges wer... (4 pages)View decision -
Decision Reference DRN-5416966
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5416966 The complaint Mr A complains that PayPal UK Ltd incorrectly reported a missed payment to the credit reference agencies (CRA’s). What happened Mr A opened a credit account with PayPal. He said he spoke to PayPal on the phone and was told that a direct debit had been set up t... (3 pages)View decision
