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 385419 results
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Decision Reference DRN-5289054
2 Jul 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5289054 The complaint Mr R is unhappy about the quality of a car supplied to him by Blue Motor Finance Limited (“BMF”) under a hire purchase agreement. What happened The parties are familiar with the background to this complaint – so I will only summarise it briefly here. Mr R ent... (3 pages)View decision -
Decision Reference DRN-5619509
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5619509 The complaint Mr A complains that HSBC UK Bank plc won’t refund to him the £36.95 that he was charged for a car advert. What happened Mr A was charged £36.95 for a car advert and that amount was debited from his account with HSBC Bank in January 2024. Mr A contacted HSBC Ban... (2 pages)View decision -
Decision Reference DRN-5665120
2 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665120 The complaint Mr A complains that Santander UK Plc (‘Santander’) won’t refund losses he incurred as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as fo... (4 pages)View decision -
Decision Reference DRN-5606702
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5606702 The complaint Mr H complains about the personal information that Nationwide Building Society requested from him for his credit card account. What happened Mr H has a credit card account with Halifax and he says that when checking his account balance on his banking app he was... (3 pages)View decision -
Decision Reference DRN-5647377
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5647377 The complaint Mr M complains that HSBC UK Bank Plc is unable to trace a joint account he held with his ex-wife. What happened In June 2024 Mr M was notified that his ex-wife had died. He had held a joint account with her which in 1997 was frozen by HSBC as the parties couldn... (2 pages)View decision -
Decision Reference DRN-5522499
2 Jul 2025 Vitality Health Limited Not upheldInsuranceDRN-5522499 The complaint Mr D complains that Vitality Health Limited declined a claim for a CT scan under his private health insurance policy. What happened Mr D held a private health insurance policy which was provided by Vitality. He made a claim for a knee operation which took plac... (2 pages)View decision -
Decision Reference DRN-5160038
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5160038 The complaint Mr M complains about the process National Westminster Bank Plc (‘NatWest’) followed when he asked for a cash withdrawal from his current account. He says the branch staff were rude and unprofessional. What happened Mr M went into his local NatWest branch to wit... (2 pages)View decision -
Decision Reference DRN-5600950
2 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5600950 The complaint A limited company, which I will refer to as E, complains about the decision of Ageas Insurance Limited in relation to E’s business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a summary... (4 pages)View decision -
Decision Reference DRN-5652373
2 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5652373 The complaint Mr D says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr D took out a loan for £5,000 over 24 months from 118 118 Money on 27 March 2024. The monthly repayments were £366.34 and the total repayable was £8,792.16. ... (2 pages)View decision -
Decision Reference DRN-4680638
2 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4680638 The complaint Ms J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision
