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-5794545
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794545 The complaint X complains about HSBC UK Bank Plc. X says that they have been the victim of a scam and would like HSBC to refund him the money they have lost. What happened X was introduced to an investment in ‘B’ by ‘K’, and advisor who a family friend had used previously.... (4 pages)View decision -
Decision Reference DRN-5924765
20 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5924765 The complaint Ms H complains that Madison CF UK Limited, trading as 118 118 Money, irresponsibly provided her a credit card. What happened In March 2019, Ms H was approved for a credit card by 118 118 Money; the initial limit was £225, which was in place for around a year, ... (3 pages)View decision -
Decision Reference DRN-5591660
20 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5591660 The complaint Mr S complains American Express Services Europe Limited declined a Section 75 claim for a purchase on his credit card. What happened Mr S booked a cruise for himself and his family, paying with his American Express credit card. Mr S was disappointed with the ... (4 pages)View decision -
Decision Reference DRN-5863346
20 Nov 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5863346 The complaint Mr G complains about charges in relation to a car he took out using a hire purchase agreement provided by Lex Autolease Ltd (“Lex”). What happened In April 2023, Mr G acquired a car using a hire agreement with Lex. The minimum period of hire was 55 months, mad... (2 pages)View decision -
Decision Reference DRN-5958107
20 Nov 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5958107 The complaint Miss B complains that Inclusive Finance Limited trading as Creditspring unfairly arranged two revolving credit facilities that she says were unaffordable for her. What happened Miss B entered into two revolving credit agreements with Creditspring. The faciliti... (3 pages)View decision -
Decision Reference DRN-5775501
20 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775501 The complaint The estate of Mrs A has complained Nationwide Building Society won’t refund various transactions which they didn’t authorise. What happened Mrs A died in June 2024. She had reached an advanced age but had spent the previous six months being seriously ill with s... (3 pages)View decision -
Decision Reference DRN-5721321
20 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721321 The complaint Miss J complains Monzo Bank Ltd won’t refund money she lost as part of a crypto investment scam. Miss J is being supported in making her complaint by a representative, but for ease, I’ll refer to Miss J throughout this decision. What happened Miss J has explain... (4 pages)View decision -
Decision Reference DRN-5951457
20 Nov 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5951457 The complaint The estate of Mrs C complains that Co-op Funeral Plans Limited didn’t allow Mrs C’s funeral to take place on a weekend. The estate says this caused significant inconvenience and difficulty for the family. The estate has been represented by a relative of Mrs C’... (3 pages)View decision -
Decision Reference DRN-5523560
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5523560 The complaint Mrs H complains that HSBC UK Bank Plc failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) romance scam. Mrs H referred her complaint to us via a representative, however for ease I will just refer to Mrs H throughout ... (4 pages)View decision -
Decision Reference DRN-5946290
20 Nov 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5946290 The complaint Mr and Mrs D have complained that Go Car Credit Limited (Go Car) unfairly provided them with credit for a vehicle. What happened In December 2018, Mr and Mrs D entered into a finance agreement with Go Car for the purchase of a car as shown below. Mr D was made... (3 pages)View decision