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-5797637
24 Nov 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5797637 The complaint A company, which I will refer to as H, complains that SumUp Payments Limited delayed processing a card reader refund. What happened In early 2025 H had a merchant services agreement with SumUp, which SumUp decided to terminate. SumUp offered H a full refund fo... (3 pages)View decision -
Decision Reference DRN-5468754
24 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5468754 The complaint A company which I’ll refer to as R, complains that HSBC UK Bank Plc, unfairly declined its application for a loan. In bringing this complaint, R is represented by its director, who I’ll refer to as Mr P What happened Mr P has told us that: • R was looking to... (3 pages)View decision -
Decision Reference DRN-5701067
24 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5701067 The complaint Mr N complains Clydesdale Bank PLC, trading as “Virgin Money”, failed to protect him from financial harm which resulted in a loss when he fell victim to an investment scam. Mr N has appointed a professional representative who has brought this complaint on his b... (3 pages)View decision -
Decision Reference DRN-5845885
24 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5845885 The complaint Mr T has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made to them. What happened Mr T purchased a vehicle from a supplier I shall call ‘J’ in 2019 to the sum of £39,767.09 with two initial deposits of £2,700.0... (2 pages)View decision -
Decision Reference DRN-5894365
24 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5894365 The complaint Mr M is unhappy that MBNA Limited didn’t send him a new credit card, placed a block on his account and said it would close his credit card account. What happened Mr M said he contacted MBNA because he was going to be late making a payment on his account in Nov... (3 pages)View decision -
Decision Reference DRN-5933334
24 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5933334 The complaint Miss N complains J D Williams & Company Limited (J D Williams) irresponsibly lent to her. What happened Miss N had a number of accounts with J D Williams, but this count will focus only on an account with Simply Be. Miss N applied for the account in June 2... (3 pages)View decision -
Decision Reference DRN-5958723
24 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5958723 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A new car was supplied to Miss A under a hire purchase agreement with BMW Financial Servi... (3 pages)View decision -
Decision Reference DRN-5738085
24 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5738085 The complaint Mr E complains that Monzo Bank Ltd (Monzo) irresponsibly gave him a fixed sum loan agreement that he could not afford to repay. What happened In April 2022 Mr E applied for a fixed sum loan with Monzo. He was given a loan for £3,000. The total repayable, inclu... (3 pages)View decision -
Decision Reference DRN-5905546
24 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5905546 The complaint Mr M has complained about the service he received and the advice given by Acromas Insurance Company Limited (“Acromas”). What happened The background to this complaint is well known to both parties so I won’t repeat it again here in detail. In summary Mr M had ... (2 pages)View decision -
Decision Reference DRN-5840509
24 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5840509 The complaint Mr G complains that the value of the pension commencement lump sum (“PCLS” – otherwise known as tax free cash) paid to him by Scottish Equitable Plc trading as Aegon (“Aegon”) was less than he was told he would receive. What happened Mr G holds pension savings ... (4 pages)View decision
