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 388057 results
-
Decision Reference DRN-6009768
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6009768 The complaint Mr W complains that his credit relationship with HSBC UK Bank Plc has been rendered unfair to him due to the impact of a particular transaction he says he made in June 2013 to purchase a timeshare. He also complains that HSBC UK Bank Plc hasn’t accepted liabili... (5 pages)View decision -
Decision Reference DRN-5999874
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5999874 The complaint Mr C complains Santander UK Plc didn’t transfer money from a limited access saver he had into an ISA and a fixed term savings account he set up meaning he’s lost out on interest. What happened Mr C has a number of accounts including accounts with Santander. Mr ... (2 pages)View decision -
Decision Reference DRN-5849058
9 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5849058 The complaint Miss C complains that Telefonica UK Limited trading as O2 charged her for two devices when she upgraded her old phone. What happened In February 2025 Miss C “switched up” (upgraded) her mobile phone with O2. She returned her old phone to O2, but it was sent bac... (3 pages)View decision -
Decision Reference DRN-6007603
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6007603 The complaint Mr and Mrs G complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). Mr and Mrs G are represented in their complaint by a professional representative (“PR”). What happened This ... (3 pages)View decision -
Decision Reference DRN-5997482
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5997482 THE COMPLAINT Mrs B complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs B is represented in this matter. However, where appropriate, I will refer to Mrs B solely in this decision for ease of reading. W... (3 pages)View decision -
Decision Reference DRN-5600824
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5600824 The complaint Mr N complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has explained that in Janua... (2 pages)View decision -
Decision Reference DRN-5971389
9 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5971389 The complaint Mr B complains about foreign transaction fees charged by TSB Bank plc (TSB). What happened Mr B holds a current account with TSB and has a debit card for the account. He was living abroad and used his debit card. He incurred foreign transaction fees of over £10... (3 pages)View decision -
Decision Reference DRN-5822964
9 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5822964 The complaint Mr G, as a representative of the estate of Mrs G, complains that INTACT INSURANCE UK LIMITED (Intact) unfairly declined a claim on a legal expenses insurance policy. Mr G (Mrs G’s son) refers the complaint on behalf of Mrs G’s estate. He was the point of contac... (4 pages)View decision -
Decision Reference DRN-5870920
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5870920 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) d... (13 pages)View decision -
Decision Reference DRN-5981022
9 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5981022 The complaint Mr Z complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around September 2024 Mr Z acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £9,694... (4 pages)View decision