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 381196 results
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Decision Reference DRN-5256385
25 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5256385 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, irresponsibly provided him with access to an overdraft facility and allowed him to become reliant on it without stepping in. He says this resulted in the relationship between him and Clydesdale b... (3 pages)View decision -
Decision Reference DRN-4711614
25 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4711614 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (16 pages)View decision -
Decision Reference DRN-5707138
25 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5707138 The complaint Mr and Ms F complain that First Holiday Finance Ltd (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 against... (19 pages)View decision -
Decision Reference DRN-5524471
25 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5524471 The complaint Mrs T has complained about a revolving credit account PayPal (Europe) S.a r.l et Cie, S.C.A. trading as PayPal (“PayPal”) provided to her. Mrs T says had PayPal carried out sufficient checks it would’ve realised the payments weren’t affordable. What happened P... (3 pages)View decision -
Decision Reference DRN-5620984
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5620984 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H hims... (2 pages)View decision -
Decision Reference DRN-5664855
25 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5664855 The complaint Mrs S has complained Nationwide Building Society treated her poorly and wouldn’t refund £250 which was taken from her account at a cash machine within Nationwide’s branch. What happened In August 2024, Mrs S went into a Nationwide branch. She used a cash machin... (2 pages)View decision -
Decision Reference DRN-5434255
25 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5434255 The complaint Mr N complains about the quality of a car supplied by Tandem Motor Finance Limited (‘Tandem’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (5 pages)View decision -
Decision Reference DRN-5187825
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5187825 The complaint Mrs B complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs B tells ... (3 pages)View decision -
Decision Reference DRN-5049442
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5049442 The complaint S, a limited company, has complained Revolut Ltd won’t refund them for over £85,000 worth of transactions made from their account by a fraudster. What happened There are three directors of S being Mr and Mrs S and Mr S1. For ease I’ll refer mainly to Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5656039
25 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5656039 The complaint Mr L complains about the service he received from Vanquis Bank Limited when he contacted them by telephone to log a disputed transaction claim. What happened On 22 November 2024 Mr L made 4 telephone calls to Vanquis to log a disputed transaction claim. When Mr... (2 pages)View decision
