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 386796 results
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Decision Reference DRN-5970513
24 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5970513 The complaint Miss C complains that Zilch Technology Limited (Zilch) used the wrong payment option on a purchase she made on her account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: “On 16 April ... (3 pages)View decision -
Decision Reference DRN-5972434
24 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5972434 The complaint A company I will call ‘H’ complained that Lloyds Bank PLC blocked its account without notice or any explanation and without regard for the impact on its business. Mrs C, a director of H, brings the complaint on behalf of the company. What happened Lloyds bloc... (3 pages)View decision -
Decision Reference DRN-5912756
24 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5912756 The complaint Mr W complains that American Express Services Europe Limited (AESEL) recorded a missed payment marker on his credit file. What happened Mr W holds a credit card account with AESEL. For several years Mr W has made payments to his credit card from his business ac... (3 pages)View decision -
Decision Reference DRN-5047042
24 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5047042 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (‘Novuna’) 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 ... (10 pages)View decision -
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
