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 381082 results
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Decision Reference DRN-5734687
4 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5734687 The complaint Mrs F has complained that after closing her credit card account with AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’), she’s not been refunded the 42 pence of credit outstanding on her account. What happened Mrs F had an Amex credit card, and closed the accoun... (2 pages)View decision -
Decision Reference DRN-5724677
4 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5724677 The complaint Mr R complains that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) mismanaged the collection of a car at the end of a hire agreement. What happened In September 2019 Mr R entered into a hire agreement for a car with Novuna. In Septe... (3 pages)View decision -
Decision Reference DRN-5587954
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5587954 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank failed to account for some interest on his savings and that its terms and conditions (Ts and Cs) for paying interest were misleading. What happened In January 2025 Mr F ... (2 pages)View decision -
Decision Reference DRN-5734630
4 Aug 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5734630 The complaint Mr C has complained that HSBC UK Bank Plc unfairly defaulted his loan account, which included having previously taken more than one repayment a month, and communicating poorly. What happened In November 2023, Mr C contacted HSBC to explain his financial situati... (2 pages)View decision -
Decision Reference DRN-5643047
4 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5643047 The complaint Miss H complains Madison CF UK Limited trading as 118118 Money (“118”) irresponsibly provided her with two loans. Miss H is represented by a professional third party, but for ease of reference I’ll mostly refer to Miss H throughout. What happened In November ... (3 pages)View decision -
Decision Reference DRN-5731091
4 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5731091 The complaint Mr M complains that a vehicle he acquired via a hire purchase agreement with CA Auto Finance UK Ltd wasn’t of satisfactory quality. What happened In August 2023 Mr M acquired a used vehicle via a 58-month hire purchase agreement with CA Auto Finance. The vehicl... (4 pages)View decision -
Decision Reference DRN-5250346
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5250346 The complaint Mrs C has complained about the way Bank of Scotland plc handled a chargeback. She alleges that a particular merchant scammed her. What happened Both sides are most familiar with the case, and we must keep our decisions anonymised, so I will summarise what happe... (2 pages)View decision -
Decision Reference DRN-5734286
4 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5734286 The complaint Mr H says HSBC UK Bank Plc (HSBC) were wrong to report missed payments to his credit file and haven’t enabled him to change the address they hold for him. What happened I issued a provisional decision on this complaint in July 2025. An extract from that provisi... (3 pages)View decision -
Decision Reference DRN-5592875
4 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5592875 The complaint Mrs P complains that Santander UK Plc lent to her irresponsibly via an overdraft over an extended period of time. She would like all the fees and charges associated with the overdraft refunded. What happened In February 2019 Santander first approved an overdra... (3 pages)View decision -
Decision Reference DRN-5728832
4 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5728832 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, have been unreasonable to default his account and not to agree to write off his debt. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision
