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 162956 results
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Decision Reference DRN-5303171
16 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5303171 The complaint Mr B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund him the money he lost after falling victim to a scam. What happened In 2022 Mr B saw an advert promoted by an individual (I will refer to as L in this decision) for an investment opportunity with a com... (7 pages)View decision -
Decision Reference DRN-5596812
16 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5596812 The complaint Miss R believes Mercedes-Benz Financial Services UK Ltd (MBFS) have acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. Miss R has also raised concerns about the role commission played in the sale of the agreement. This c... (7 pages)View decision -
Decision Reference DRN-5625892
16 Jun 2025 Automobile Association Developments Limited UpheldConsumer CreditDRN-5625892 The complaint Mr D complains about issues with a car he has hired on finance with Automobile Association Developments Limited trading as Bsm (‘AAD’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here.... (6 pages)View decision -
Decision Reference DRN-5619097
16 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5619097 The complaint Mr S complained that after he sent a payment to his credit card, Clydesdale Bank Plc trading as Virgin Money was responsible for the payment incorrectly being sent a second time. What happened Mr S authorised a payment via mobile banking from his Virgin Money ... (2 pages)View decision -
Decision Reference DRN-5625082
16 Jun 2025 Yorkshire Building Society Not upheldMortgagesDRN-5625082 The complaint Mr S’s complaint is about a mortgage taken out with a business which is now part of Yorkshire Building Society (YBS). Mr S says that YBS acted unfairly when it appointed Law of Property Act Receivers (LPARs) over the secured property. Mr S has also complained a... (5 pages)View decision -
Decision Reference DRN-5563426
16 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5563426 The complaint Mrs M complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) weren’t clear about her credit card payment dates and have misled her into incurring interest charges. Mrs M wants Virgin to refund her interest and pay her £250 to recognise her distre... (4 pages)View decision -
Decision Reference DRN-5626350
16 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5626350 The complaint Mr M complains about a hire agreement he entered into with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mr M and MFS have said and/or done, it should also be taken to include things said and/or done on their... (6 pages)View decision -
Decision Reference DRN-5430655
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5430655 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund a £397.30 transaction which Mr T says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything h... (3 pages)View decision -
Decision Reference DRN-5625296
16 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5625296 The complaint Mr C has complained about the way Creation Consumer Finance Limited administered a credit agreement he’d taken out to buy goods. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, ... (4 pages)View decision -
Decision Reference DRN-5625766
16 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5625766 The complaint Ms H complains Bank of Scotland plc trading as Halifax (BoS) lent to her irresponsibly. What happened In November 2023, Ms H complained about BoS’ lending decisions below, and their failure to adequately monitor her use of the overdraft: Date Overdraft limit ... (4 pages)View decision
