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-5996015
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5996015 The complaint Mr C complains Mitsubishi HC Capital Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr C is represented ... (12 pages)View decision -
Decision Reference DRN-5572184
4 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5572184 The complaint Mr A complains about the balance of a fixed sum loan agreement he has with EE Limited. What happened In November 2024, Mr A took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the handset was around £1,... (3 pages)View decision -
Decision Reference DRN-5969800
4 Dec 2025 Murphy Wealth Limited Not upheldPensions and AnnuitiesDRN-5969800 The complaint Mr M complains that Murphy Wealth Limited (‘MWL’) gave him unsuitable advice to transfer his deferred occupational pension scheme (‘OPS’) benefits to a self-invested personal pension (‘SIPP’). He also complains that MWL wasn’t clear about the ongoing charges an... (4 pages)View decision -
Decision Reference DRN-5511293
4 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5511293 The complaint Mr M has complained HSBC UK Bank plc closed his account without giving him any notice. What happened In December 2024 Mr M contacted HSBC as he couldn’t see details of his account online. He was told over the web chat that his account had been closed because he... (2 pages)View decision -
Decision Reference DRN-5808431
4 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5808431 The complaint Mr K is unhappy about Wise Payments Limited trading as Wise. A technical issue led to some Wise accounts, including Mr K’s, showing an inflated balance. This meant it looked like there was more money in the account than there should have been. Mr K transferred... (4 pages)View decision -
Decision Reference DRN-5816794
4 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5816794 The complaint Mr W complains that HSBC UK Bank Plc (trading as first direct) has not refunded money he lost to a scam. What happened Mr W was part of a property investment messaging group, and via this group he was introduced to an opportunity with a company I will call ‘C’... (5 pages)View decision -
Decision Reference DRN-5885866
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5885866 The complaint Mr D has complained National Westminster Bank Public Limited Company (NatWest) acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them he... (4 pages)View decision -
Decision Reference DRN-5853068
4 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5853068 The complaint Ms H complains that a payment she made via Wise Payments Limited (Wise) through the SWIFT system resulted in the recipient receiving less money than was sent. What happened In May 2025, Ms H sent money abroad from her Wise account. The amount received by the re... (3 pages)View decision -
Decision Reference DRN-5996788
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5996788 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (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 197... (14 pages)View decision -
Decision Reference DRN-5728803
4 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5728803 The complaint Mr L is unhappy that American Express Services Europe Limited (“AmEx”) didn’t set up a direct debit at his request which led to payments being missed on his account. What happened On 24 March 2025, Mr L asked AmEx to update the direct debit details on his AmEx ... (3 pages)View decision