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 384133 results
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Decision Reference DRN-5981633
28 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5981633 The complaint Mr and Mrs B have complained that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. As it is Mr B leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5981347
28 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5981347 The complaint Mrs M complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) refused to refund the money she had paid for faulty furniture. What happened On 21 June 2024 Mrs M order three identical items of furniture from an online site. She was unaware the seller w... (3 pages)View decision -
Decision Reference DRN-5856902
28 Nov 2025 National House-Building Council UpheldInsuranceDRN-5856902 The complaint Mr M complains about National House-Building Council’s handling of his buildings warranty claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M has an NHBC warranty to cover a flat f... (4 pages)View decision -
Decision Reference DRN-5632496
28 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5632496 The complaint Mr D complains through a representative that Oodle Financial Services Limited (“Oodle”) didn’t conduct sufficient affordability checks which led to him being given an unaffordable loan. What happened In November 2019, Oodle provided Mr D with a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5964277
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5964277 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in ... (2 pages)View decision -
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
