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 384131 results
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Decision Reference DRN-5441866
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5441866 The complaint Company H complains that American Express Services Europe Limited won’t refund to it the money that it paid to a merchant. Company H is being represented in its complaint by its CEO and its administrator. What happened Company H had a business credit card accou... (3 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-5596206
1 Jul 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5596206 The complaint Mrs E complains Gresham Insurance Company Limited (“Gresham”) declined a claim she made on her home insurance policy following a storm. Gresham is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of its agent. Since ... (3 pages)View decision -
Decision Reference DRN-5248970
1 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5248970 The complaint Miss F complains that a car that was supplied to her under a personal contract purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her father. What happened A used car was supplied to Miss ... (2 pages)View decision -
Decision Reference DRN-5642495
1 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5642495 The complaint Mr B and Mrs E’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) 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’) an... (17 pages)View decision -
Decision Reference DRN-5576684
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5576684 The complaint Mr P complains that American Express Services Europe Limited has shortened the period between the bill date and the direct debit collection date for his credit card account. What happened Mr P has a credit card account with American Express. He complained to Am... (3 pages)View decision -
Decision Reference DRN-5414236
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5414236 The complaint B had a business current account with Santander UK Plc that was closed. B doesn’t believe it’s been treated fairly as it hasn’t been provided with any justification for the reason of the closure. Mr B who is a director of B, brings the complaint on behalf of B... (3 pages)View decision -
Decision Reference DRN-5168032
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5168032 The complaint Mr M complains that HSBC UK Bank Plc failed to protect him from falling victim to a scam. Mr M also complains that HSBC won’t reimburse his full loss. What happened Mr M explains that in 2023 he was contacted over the phone about investing via an online platfo... (4 pages)View decision -
Decision Reference DRN-5346722
1 Jul 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5346722 The complaint Mr S complains that charges applied by LeasePlan UK Limited (LeasePlan) at the end of his hire agreement were unfair. He would like these waived. What happened The details of this complaint are well known to both parties so I won’t repeat them again here, inst... (2 pages)View decision -
Decision Reference DRN-5660644
1 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5660644 The complaint Mrs M complains that St. James's Place Wealth Management Plc (‘SJP’) gave her unsuitable advice to open a Retirement Account with it in 2018, and then to open an Individual Savings Account (‘ISA’) with it in 2022. Mrs M also explained that she paid SJP for... (7 pages)View decision
