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 170994 results
-
Decision Reference DRN-5423115
10 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5423115 The complaint Mr W has complained that Nationwide Building Society won’t refund the money he says he lost in an investment scam. What happened In spring 2022, Mr W made two card payments from his Nationwide account to his own account at a trading firm, totalling £5,000. He l... (3 pages)View decision -
Decision Reference DRN-5699937
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5699937 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money processed her balance transfer request twice, causing her detriment. What happened Miss C holds a credit card account with Virgin Money. She also holds a credit card account with another provide... (4 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5735355
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5735355 The complaint Mr M complains Bank of Scotland plc trading as Halifax mishandled an international payment he instructed it to make, causing him to lose money and miss an investment opportunity. What happened Mr M said he used Halifax’s mobile banking app to transfer £40,000 t... (4 pages)View decision -
Decision Reference DRN-5809205
10 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5809205 The complaint Mr V complains that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) was misrepresented to him and of unsatisfactory quality. When I refer to what Mr V or BMWFS have sa... (5 pages)View decision -
Decision Reference DRN-5807323
10 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5807323 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal 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 197... (3 pages)View decision -
Decision Reference DRN-5640434
10 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5640434 The complaint Ms M complains that TransUnion International UK Limited (TU) didn’t deal with a dispute she raised in a timely manner. What happened Ms M noticed a current account with a bank I’ll refer to as, that she didn’t recognise as being hers, showing on her TU credit r... (3 pages)View decision -
Decision Reference DRN-5645052
10 Sep 2025 American Express Payment Services Limited UpheldBanking and PaymentsDRN-5645052 The complaint A company, which I’ll refer to as D, complains that American Express Payment Services Limited unfairly withheld company funds for USA federal tax. What happened D has a merchant account with American Express to accept card payments for its business. D became a... (3 pages)View decision -
Decision Reference DRN-5753918
10 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5753918 The complaint Mr E is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital (UK) Limited t/a Kia Finance (Hyundai) was of an unsatisfactory quality. When I refer to what Mr E has said and what Hyundai have said, it should also be taken t... (7 pages)View decision -
Decision Reference DRN-5597918
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5597918 The complaint Mr N is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr N brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr N in this decision. What happened As both parties are ... (5 pages)View decision
