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 385994 results
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Decision Reference DRN-5502532
7 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5502532 The complaint Mr M complains about the repayment of a loan agreement he has with Telefonica UK Limited trading as O2. What happened In January 2023, Mr M took out a loan with Telefonica to pay for a brand new mobile telephone handset. Under the agreement, Mr M was required t... (3 pages)View decision -
Decision Reference DRN-5618505
7 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5618505 The complaint Mr D is unhappy with the interest rate provided to him by Mitsubishi HC Capital UK, trading as Novuna Personal Finance. What happened In July 2023, Mr D applied for a personal loan with Novuna. His application was successful and Mr D received the loan which inc... (2 pages)View decision -
Decision Reference DRN-4959636
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4959636 The complaint Mr K is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll refer mainly to Mr K in this decision. What happened In late 2023 Mr K ... (4 pages)View decision -
Decision Reference DRN-5473554
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5473554 The complaint Mr K has complained that Bank of Scotland plc (trading as Halifax) won’t refund transactions which he says the account’s joint party made without his knowledge. What happened This complaint surrounds a joint Halifax savings account which was opened in 2010. The... (3 pages)View decision -
Decision Reference DRN-5674162
7 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5674162 The complaint Mr and Mrs K are complaining that HSBC UK Bank Plc didn’t do enough to prevent them from making payments to an investment scam. The complaint is brought on their behalf by a professional representative, but for ease I’ll mainly refer to Mr and Mrs K. What happe... (4 pages)View decision -
Decision Reference DRN-5665640
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5665640 Complaint Mr G complains that CA Auto Finance UK Ltd (then trading as “FCA Automotive” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the monthly payments were unaffordable and he struggled to meet them which pushed him into unmanageable... (4 pages)View decision -
Decision Reference DRN-5662977
7 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5662977 The complaint Mr S has complained about his car insurer, Tesco Underwriting Limited. He feels its garage delayed repairs and that it was unfair for him to have to use a small courtesy car. He also thinks the garage damaged his car. What happened Mr S’s car was stolen in Apr... (3 pages)View decision -
Decision Reference DRN-5342524
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5342524 The complaint Mr Z complains that Revolut Ltd blocked and closed his account. He says this caused him unnecessary trouble and upset. He wants Revolut to reopen his account. What happened Mr Z had an account with Revolut. Mr Z has told this service that his Revolut account ... (3 pages)View decision -
Decision Reference DRN-5368824
7 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5368824 The complaint Mr A complains that American Express Services Europe Limited declined his claim for a refund of payments made to a business, “P”, which provides courses in property letting and investment. What happened Mr A and his business partner enrolled in a 90-day program... (3 pages)View decision -
Decision Reference DRN-5573377
7 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5573377 The complaint Miss F complains that Santander UK Plc delayed in releasing money to her which had been paid into a closed account. What happened Miss F is currently subject to an Individual Voluntary Arrangement (IVA). On 27 December 2024 a payment to Miss F from the DWP for ... (2 pages)View decision
