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 384131 results
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Decision Reference DRN-5709876
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709876 The complaint Mrs B is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to a cruel job scam. After responding to an advert, she was contacted online by scammers offering her a role that... (5 pages)View decision -
Decision Reference DRN-5963390
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5963390 The complaint Mr G complains that his relationship with MotoNovo Finance Limited arising from a hire purchase agreement under which a car was supplied to him was unfair. He’s being represented by a legal adviser. What happened A used car was supplied to Mr G under a hire pur... (4 pages)View decision -
Decision Reference DRN-5972579
24 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5972579 The complaint Mr T is unhappy with several aspects of the service that he’s received from HSBC UK Bank Plc regarding his credit card account, including that a payment of £190 he made to HSBC wasn’t allocated to his account. What happened Mr T, who resides overseas, had a cr... (6 pages)View decision -
Decision Reference DRN-5919566
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5919566 The complaint C, a limited company, complains about the way National Westminster Bank PLC dealt with its commercial mortgage after it fell into arrears. C’s director, who I’ll refer to as Ms N, has dealt with the complaint on behalf of C. Ms N says her mental health has been... (4 pages)View decision -
Decision Reference DRN-5972400
24 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5972400 The complaint Miss M complains that a loan from Fairscore Limited, trading as Updraft, was unaffordable for her and that it was irresponsible for it to have lent to her. What happened Miss M applied to Updraft for a loan in July 2022 and she entered into a fixed sum loan agr... (3 pages)View decision -
Decision Reference DRN-5809780
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5809780 The complaint Mr E is unhappy with how Capital One (Europe) plc administered his credit card account. What happened Mr E took out a credit card with Capital One around December 2015. Mr E explained he was having problems logging into the Capital One app and with cancelling ... (3 pages)View decision -
Decision Reference DRN-5964455
24 Nov 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5964455 The complaint Ms C says HSBC UK Bank Plc made a number of mistakes after she took out a top-up loan that was not affordable for her. What happened Ms C took out a top-up loan for £1,930 over 18 months on 2 May 2025. The repayments were £122.68 each month. The following day s... (3 pages)View decision -
Decision Reference DRN-5879173
24 Nov 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5879173 The complaint Mr W complains about the quality of a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS). When I refer to what Mr W and/or SFS said or did, it should also be taken to includ... (5 pages)View decision -
Decision Reference DRN-5972662
24 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5972662 The complaint Miss R complains that American Express Services Europe Limited (Amex) irresponsibly provided her with a credit card. What happened Amex provided Miss R with a credit card with a limit of £2,000 in March 2022. In summary, Miss R says Amex provided her with cre... (4 pages)View decision -
Decision Reference DRN-5956046
24 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5956046 The complaint Miss H complains that AXA Insurance UK Plc unfairly declined a claim on her motor insurance policy after her car was stolen. Miss H’s policy is branded in one of AXA’s trading names. But AXA is the policy underwriter and is responsible for claims decisions so I... (2 pages)View decision
