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 367296 results
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Decision Reference DRN-5542162
10 May 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5542162 The complaint Mr M and Mrs G complain that First Holiday Finance Limited (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’) and (2) deciding ... (22 pages)View decision -
Decision Reference DRN-5387833
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5387833 The complaint Mr S complains HSBC UK Bank Plc didn’t act responsibly in relation to gambling transactions he made between 2018 and 2022 or intervene despite clear signs of financial distress. What happened Mr S had an account with HSBC from 2018 and 2022. In February 2025 Mr... (2 pages)View decision -
Decision Reference DRN-5289514
9 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5289514 The complaint Mrs D complains Lloyds Bank PLC wasn’t clear about the consequences if she switched an account she had with another bank to them. What happened Mrs D had a joint account with Lloyds Bank PLC with her estranged husband and a sole account with another bank who I’... (2 pages)View decision -
Decision Reference DRN-5010537
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5010537 The complaint Mr P complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5274544
9 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5274544 The complaint Mr F has complained that Creation Consumer Finance Ltd unfairly terminated his car finance agreement. What happened Mr F entered into a car finance agreement with Creation. However, this was terminated after the account fell into arrears. Mr F feels this was un... (2 pages)View decision -
Decision Reference DRN-5172993
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172993 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The b... (4 pages)View decision -
Decision Reference DRN-5265245
9 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5265245 The complaint Mr O complains Nationwide Building Society (“Nationwide”) blocked his account without notice and in contravention of the PSR’s (Payment Service Regulations 2017). Mr O says Nationwide’s actions have caused him significant financial loss, distress, and inconveni... (3 pages)View decision -
Decision Reference DRN-5401973
9 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5401973 The complaint Mr H is unhappy with how Nationwide Building Society (“Nationwide”) dealt with his claim for a refund on a hotel which he felt was not as described. What happened In June 2023 Mr H booked a holiday for himself and his family, through a travel company using his ... (3 pages)View decision -
Decision Reference DRN-5106803
9 May 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5106803 The complaint Mr P complains about some missed payment information recorded with credit reference agencies, by Virgin Media Mobile Finance Limited. What happened In May 2020, Mr P took out a fixed sum loan agreement with Virgin, to pay for a brand new mobile telephone device... (3 pages)View decision -
Decision Reference DRN-4913010
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4913010 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (3 pages)View decision
