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 392389 results
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Decision Reference DRN-6026103
3 Feb 2026 Honda Finance Europe Plc UpheldConsumer CreditDRN-6026103 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Honda Finance Europe Plc trading as Honda Financial Services was of an unsatisfactory quality. Mrs C has been represented during the claim and complaint process by Mr C. For ease ... (5 pages)View decision -
Decision Reference DRN-6051344
3 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6051344 The complaint Mr W complains that Bank of Scotland plc: sent him live chat messages at anti-social hours; wrongly recorded his account balance; and closed his account without giving proper notice that it was doing so or explain the reasons. The bank operates in this ca... (2 pages)View decision -
Decision Reference DRN-5995201
3 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5995201 The complaint Mr A complains that American Express Services Europe Limited (‘Amex’) declined his claims for purchases made using his Amex credit card account. What happened Mr A booked a return flight for him and his family to a country that I’ll refer to as X. The return fl... (3 pages)View decision -
Decision Reference DRN-5970389
3 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5970389 The complaint Mrs W complains that AXA Insurance UK Plc settled a claim made on her motor insurance policy as fault. She wants it to change this to non-fault. What happened Mrs W was involved in an incident with another driver. AXA initially held her not at fault. But after... (2 pages)View decision -
Decision Reference DRN-5792153
3 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-5792153 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (13 pages)View decision -
Decision Reference DRN-5943664
3 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5943664 The complaint Mr M complains that Capital One (Europe) plc provided him with an unaffordable credit card and credit limit increase. What happened Capital One provided Mr M with a credit card, details of which I’ve set out in the table below: Date Event Credit limit May 2015... (5 pages)View decision -
Decision Reference DRN-5907280
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5907280 The complaint Mr D complains on behalf of the estate of his late father, Mr D, that HSBC UK Bank Plc failed to process cheque payments and then destroyed the cheques. What happened Mr D is the executor of his late father’s estate. In July/August 2025 he received 13 cheques ... (3 pages)View decision -
Decision Reference DRN-5679333
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5679333 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) closed his bank account without notice and have held him liable for an outstanding debt linked to an overdraft that was present on the account. What happened The details of this complaint are well known by both partie... (3 pages)View decision -
Decision Reference DRN-5921895
3 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5921895 The complaint Mr B complains about reporting to his credit file made by JAJA FINANCE LTD (‘JF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum ... (3 pages)View decision -
Decision Reference DRN-6028166
3 Feb 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-6028166 The complaint Mrs N complains that Shawbrook Bank Limited provided poor service when transferring £20,000 of her savings from another provider. She says Shawbrook’s error resulted in a delay which caused her to miss out on a higher interest rate. What happened The details of... (3 pages)View decision