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 371633 results
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Decision Reference DRN-5598471
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5598471 The complaint Mr D holds a credit card with American Express Services Europe Limited (“Amex”). He’s unhappy he wasn’t able to redeem his membership rewards points on the app. What happened Mr D experienced issues when he tried to redeem his membership rewards points to use t... (4 pages)View decision -
Decision Reference DRN-5365917
19 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5365917 The complaint Mr J complains about MBNA Limited’s decision not to provide him with a refund for a disputed transaction under a chargeback or Section 75 (S75) of the Consumer Credit Act 1974 (CCA) claim. What happened Mr J purchased flights on 6 May 2024 through a merchant (w... (5 pages)View decision -
Decision Reference DRN-5629282
19 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5629282 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t make them aware of a mortgage product that could’ve significantly reduced their monthly mortgage payments. What happened In March 2023, Mr and Mrs R spoke with their private ... (4 pages)View decision -
Decision Reference DRN-5447726
19 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5447726 The complaint Mr L is unhappy that Equifax Limited is reporting information on his credit file, relating to an account he says isn’t his. What happened Around February 2024 Mr L contacted Equifax to say a company I’ll refer to as T, were recording missed payments on his cred... (3 pages)View decision -
Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN-5318903
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318903 The complaint Mr R is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. Mr R is represented in this complaint by a solicitor, for simplicity I will refer to Mr R throughout this decision, even when referencing what his represe... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5069847
19 Jun 2025 Access Financial Services Limited UpheldInsuranceThe complaint Mr H complains Access Financial Services Limited (“AFS”), his home insurance broker, misrepresented information to an insurer which led to him suffering a significant financial loss when the policy was voided by the insurer following a claim for an escape of water. What happe... (4 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision -
Decision Reference DRN-5601686
19 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5601686 The complaint Mr M complains about the service Inter Partner Assistance SA (IPA) provided when he claimed on his motor breakdown assistance policy. Mr M says that because of IPA’s actions he was left without a car for an extended period. Reference to IPA below includes its p... (5 pages)View decision
