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 163568 results
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Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision -
Decision Reference DRN-5598471
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5598471 The complaint Mr D holds a credit card with American Express Services Europe Limited (“Amex”). He’s unhappy he wasn’t able to redeem his membership rewards points on the app. What happened Mr D experienced issues when he tried to redeem his membership rewards points to use t... (4 pages)View decision -
Decision Reference DRN-5365917
19 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5365917 The complaint Mr J complains about MBNA Limited’s decision not to provide him with a refund for a disputed transaction under a chargeback or Section 75 (S75) of the Consumer Credit Act 1974 (CCA) claim. What happened Mr J purchased flights on 6 May 2024 through a merchant (w... (5 pages)View decision -
Decision Reference DRN-5629282
19 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5629282 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t make them aware of a mortgage product that could’ve significantly reduced their monthly mortgage payments. What happened In March 2023, Mr and Mrs R spoke with their private ... (4 pages)View decision -
Decision Reference DRN-5447726
19 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5447726 The complaint Mr L is unhappy that Equifax Limited is reporting information on his credit file, relating to an account he says isn’t his. What happened Around February 2024 Mr L contacted Equifax to say a company I’ll refer to as T, were recording missed payments on his cred... (3 pages)View decision -
Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN-5318903
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318903 The complaint Mr R is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. Mr R is represented in this complaint by a solicitor, for simplicity I will refer to Mr R throughout this decision, even when referencing what his represe... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision
