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 381194 results
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Decision Reference DRN-5806635
31 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5806635 The complaint Mr W complains that NewDay Ltd, trading as Aqua, didn’t refund a payment he made using his credit card. What happened Mr W arranged for a merchant – which I’ll refer to as “D” – to undertake repairs to his van; in short, the diesel particulate filter (“DPF”) w... (4 pages)View decision -
Decision Reference DRN-5778092
31 Oct 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5778092 The complaint Mrs J complains about an order she made through a catalogue shopping account she held with Frasers Group Financial Services Limited trading as Studio (“FGFS”). She says she was held liable for the cost of the item despite it not being delivered to her. Mrs J al... (4 pages)View decision -
Decision Reference DRN-5651279
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5651279 The complaint Mr and Mrs C complain about HSBC UK Bank Plc. They say that HSBC didn’t do enough to protect them when they fell victim to a scam and would like HSBC to refund them the money they have lost. What happened In May 2020, Mr and Mrs C unfortunately fell victim to... (2 pages)View decision -
Decision Reference DRN-5919076
31 Oct 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5919076 The complaint Mr S complains that Marks & Spencer Financial Services Plc, trading as M&S Bank, won’t refund a purchase he made using his credit card. What happened Given the facts of this complaint are well known to both parties, I won’t go over every detail here; i... (5 pages)View decision -
Decision Reference DRN-5919110
31 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5919110 The complaint Mr K complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) delayed sending him a credit balance refund (CBR) due on his credit card. He also says he hasn’t been able to receive a one-time passcode (OTP) on his phone and AESEL hasn’t helped him to re... (2 pages)View decision -
Decision Reference DRN-5915628
31 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5915628 The complaint Mr N complains about how Nationwide Building Society handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum... (7 pages)View decision -
Decision Reference DRN-5711200
31 Oct 2025 Richard Jacobs Pension and Trustee Services Limited UpheldPensions and AnnuitiesDRN-5711200 The complaint Spencer Churchill Law Ltd (SC), on behalf of Mr C, complains about the advice he received from Richard Jacobs Pension and Trustee Services Limited (RJP) in 2016 to transfer his deferred defined benefit (DB) Occupational pension scheme to a Self-Invested Persona... (11 pages)View decision -
Decision Reference DRN-5862595
31 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5862595 The complaint Mr D complains that a car he acquired via a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services wasn’t of satisfactory quality. What happened In November 2020 Mr D acquired a used car via a four-year hire purch... (5 pages)View decision -
Decision Reference DRN-5920755
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5920755 The complaint Mr T complains that HSBC UK Plc did not reimburse the funds he lost to a scam. What happened Mr T fell victim to an investment scam. He said that he had previously invested via a company I’ll refer to as ‘L’ but had allowed the investment account to go dormant.... (3 pages)View decision -
Decision Reference DRN-5808058
31 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5808058 The complaint Miss N complains that TSB blocked and then closed her account. What happened Miss N had an account with TSB which she opened in September 2024. In November 2024, TSB placed a restriction on the account while it carried out a review. TSB then decided to close Mi... (3 pages)View decision
