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-5938046
19 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5938046 The complaint Mrs D complains that Nationwide Building Society has not honoured a current account switch incentive payment. What happened During 2025, Nationwide was offering a £200 incentive payment to customers switching a bank account to it. The process involved customer... (3 pages)View decision -
Decision Reference DRN-5962728
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5962728 The complaint Mrs C complains Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs C is represented i... (11 pages)View decision -
Decision Reference DRN-5790688
19 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5790688 The complaint Miss M complains about the quality of a vehicle she acquired through a hire purchase agreement financed by Oodle Financial Services Limited (Oodle). What happened In May 2024 Miss M acquired a used car through a hire purchase agreement. The car was about six y... (3 pages)View decision -
Decision Reference DRN-5963003
19 Nov 2025 Soldo Financial Services Ltd Not upheldBanking and PaymentsDRN-5963003 The complaint W is a company, which has brought this complaint through its director, whom I’ll refer to as “Mr L”. W complains that Soldo Financial Services Ltd blocked and then closed its account without notice and without providing any reasons. It complains too that Soldo ... (2 pages)View decision -
Decision Reference DRN-5963143
19 Nov 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5963143 The complaint Mr H received advice from St. James's Place Wealth Management Plc (‘SJP’) in 2010, which resulted in him contributing to an existing pension with SJP. Mr H has complained about the advice, saying that it wasn’t suitable for his circumstances as the charges... (6 pages)View decision -
Decision Reference DRN-5961624
19 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5961624 The complaint Mr A complains American Express Services Europe Limited has harassed him, unfairly defaulted him, and unfairly recorded adverse information on his credit file. He says that American Express Services Europe Limited has, in effect, abused him and that this has ca... (3 pages)View decision -
Decision Reference DRN-5537463
19 Nov 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5537463 The complaint Mr S has complained that Virgin Media Mobile Finance Limited (VMMF) sought payment from him under a credit agreement he didn’t take out. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything agai... (3 pages)View decision -
Decision Reference DRN-5810157
19 Nov 2025 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5810157 The complaint Mrs F complains that Arnold Clark Automobiles Limited trading as Arnold Clark arranged a hire purchase agreement that wasn’t suitable for her and misrepresented the terms of that agreement. What happened In January 2024, Mrs F contacted Arnold Clark as she was ... (4 pages)View decision -
Decision Reference DRN-5962956
19 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5962956 The complaint Mr O complains about the premiums he was charged at renewal of his motor insurance policy with Advantage Insurance Company Limited (‘Advantage’). He’s also complained about various administration issues and the cancellation of the policy. What happened The back... (4 pages)View decision -
Decision Reference DRN-5744707
19 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5744707 The complaint Mr H complains that Metro Bank PLC failed to intervene when he fell victim to a romance scam. Mr H is represented in this matter, but for ease of reading I will refer to Mr H throughout this decision. What happened The background to this complaint is well known... (5 pages)View decision