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 385994 results
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Decision Reference DRN-5958052
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5958052 The complaint Ms M complains that HSBC UK Bank Plc blocked her credit card without prior notification. What happened Ms M holds a credit card with HSBC. On 24 May 2024 HSBC sent a letter to Ms M regarding the persistent debt on her card. The letter advised that the card would b... (3 pages)View decision -
Decision Reference DRN-5842115
28 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5842115 The complaint Mr J complains that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) gave him finance without carrying out sufficient affordability checks. What happened In November 2021, Moneybarn provided Mr J with a conditional sale agreement for a used car throug... (4 pages)View decision -
Decision Reference DRN-5798535
28 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5798535 The complaint Mr H and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding aga... (12 pages)View decision -
Decision Reference DRN-5981865
28 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5981865 The complaint Mrs D is unhappy with AMERICAN EXPRESS SERVICES EUROPE LIMITED’s (‘Amex’) handling of her request to retrieve funds for a purchase she made using her Amex charge card. What happened I issued my provisional findings to both parties setting out why I did not thi... (5 pages)View decision -
Decision Reference DRN-5973082
28 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5973082 The complaint Mr R complains that MBNA Limited irresponsibly gave him a credit card and subsequently increased the limit several times, but he couldn’t afford to repay the borrowing. What happened In December 2016, Mr R applied for a credit card with MBNA. He was given a cre... (5 pages)View decision -
Decision Reference DRN-5932614
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932614 The complaint Ms D complains that Monzo Bank Ltd (Monzo) declined to reimburse money that she paid after falling victim to an investment scam that began in April 2022. I was sorry to hear of Ms D’s experience and that she has needed to contact us under these circumstances. W... (4 pages)View decision -
Decision Reference DRN-5745963
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5745963 The complaint Miss B has complained about some of the compensation that Lloyds Bank PLC (‘Lloyds’) has awarded her in relation to an overdraft and a refinance loan. What happened Miss B was given an overdraft increase in April 2019. She also later took out a refinance loan ... (2 pages)View decision -
Decision Reference DRN-5931233
28 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5931233 The complaint Mr W complains that Advantage Finance Ltd refused his request to either reject a faulty car or be paid redress. What happened On 12 June 2023 Mr W acquired a second-hand car at a cost of £11,600 funded by a deposit of £495 and the balance with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5868434
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5868434 The complaint Mr B complains that BMW FINANCIAL SERVICES (GB) LIMITED failed to conduct adequate affordability checks before it lent to him, had it done so it would’ve realised he had a poor credit history. He is also unhappy with BMW’s decision to decline a further applicat... (4 pages)View decision -
Decision Reference DRN-5941324
28 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5941324 The complaint Mr Y complains that Advantage Insurance Company Limited unfairly refused a claim on his van insurance policy. It also told him he would need to reimburse it for its costs in settling the claim. Mr Y‘s policy is branded in the name of the insurance intermediary ... (3 pages)View decision
