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 383541 results
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Decision Reference DRN-5583433
2 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583433 The complaint Mr S complains that American Express Services Europe Limited (AESEL) didn’t adjust his Direct Debit collection amount after he received refunds to his account. What happened Mr S holds a credit card account with AESEL. Mr S’s February statement was generated on... (2 pages)View decision -
Decision Reference DRN-5583238
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5583238 The complaint Mr J complains that National Westminster Bank PLC charged him a cash transaction fee and interest charges. What happened Mr J opened a credit card account with NatWest on 7 October 2024. The card had an initial credit limit of £6,800 and came with a promotional... (2 pages)View decision -
Decision Reference DRN-5578326
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5578326 The complaint Mr T complains that HSBC UK Bank Plc declined his application for a credit card and conducted a hard search on his credit file without his authorisation. What happened Mr T received an invitation to apply for a pre-approved credit card with HSBC. He applied for... (2 pages)View decision -
Decision Reference DRN-5569832
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5569832 The complaint Mrs P complains that Barclays Bank UK PLC trading as Tesco Bank defaulted and terminated her credit card account and reported this on her credit file. What happened Mrs P held a credit card account with Tesco Bank. On 8 February 2025 Mrs P received a credit car... (3 pages)View decision -
Decision Reference DRN-5664389
2 Jul 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5664389 The complaint Mr H complains that Capital One (Europe) plc has declined to refund disputed transactions made from his account. What happened In December 2024, Mr H opened a credit card account with Capital One. He says he didn’t receive the card or Personal Identification nu... (3 pages)View decision -
Decision Reference DRN-5656370
2 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5656370 The complaint Mr P and Mr C have complained on behalf of C, a limited company, that AXA Insurance UK Plc increased the premium and removed cover for C’s property protection insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background... (7 pages)View decision -
Decision Reference DRN-5663642
2 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5663642 The complaint Miss W complains that the car she acquired from Startline Motor Finance Limited (“Startline”) was of unsatisfactory quality. What happened Miss W entered into a hire purchase agreement with Startline in May 2024 to acquire a used car. The car was around nine ye... (4 pages)View decision -
Decision Reference DRN-5664239
2 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5664239 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out adequate due diligence prior to accepting his investment instructions in relation to his self- invested personal pension (‘SIPP’). He says he’s suffered a financial loss beca... (42 pages)View decision -
Decision Reference DRN-5628699
2 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5628699 The complaint Mr B complains that Revolut Ltd has declined to reimburse payments that were made as part of a scam. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr B says that in February 2024 he received calls from a sc... (5 pages)View decision -
Decision Reference DRN-5330015
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5330015 The complaint Miss B complains NewDay Ltd lent to her irresponsibly when they approved her application for a credit card. Miss B is represented by a claims management company in this complaint, but I’ll refer to her throughout my decision. What happened Miss B complains Ne... (3 pages)View decision
