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
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Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-5802658
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5802658 The complaint Mr W complains that HSBC UK Bank Plc has treated him unfairly in relation (to its obligations with regard) to payments he made on his John Lewis credit card. What happened In November 2020 Mr W paid the merchant (who I will refer to as C) to help him exit his e... (3 pages)View decision -
Decision Reference DRN-5503402
8 Sep 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5503402 The complaint Mr and Mrs H complain that HSBC UK Bank Plc refused their application for further borrowing on their mortgage. What happened In 2020 Mr and Mrs H took a mortgage with HSBC. In 2024, they applied for further borrowing at the same time as taking a new fixed inter... (2 pages)View decision -
Decision Reference DRN-5648003
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5648003 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) misled her about whether she would be able to obtain additional borrowing on her mortgage, and then refused her application. What happened X had a mortgage with NatWest. She planned to car... (8 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5449991
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5449991 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel impersonation scam. He was contacted by scammers who claimed to be from HMRC and who said he needed to pay m... (4 pages)View decision -
Decision Reference DRN-5743068
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5743068 The complaint Mrs S complains about the delays in receiving her cashback on her TSB Bank plc (“TSB”) account and the service she received when speaking to TSB about this. What happened On 12 August 2024 Mrs S opened a Spend and Save account with TSB which came with a cashba... (3 pages)View decision -
Decision Reference DRN-5566615
8 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5566615 The complaint Mr and Mrs M complain that Barclays Bank UK PLC offered them a new interest rate on their mortgage at too high a loan to value (LTV) – not taking into account improvements they had made to the property. What happened Mr and Mrs M have a mortgage with Barclays. ... (2 pages)View decision -
Decision Reference DRN-5798559
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5798559 The complaint Mr and Mrs W complain that they have been members/owners of Nationwide Building Society since 1967, and that its record only shows this as being since 1988. They further complain that Nationwide doesn't recognise them as being owners rather than members. W... (2 pages)View decision -
Decision Reference DRN-5784753
8 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5784753 The complaint Mrs K complains Metro Bank PLC have failed to compensate her after she was robbed of the contents of her safety deposit box. Mrs K is being represented by Mr K, but for ease I’ll only talk about Mrs K, even if it might have been Mr K’s comments. What happened... (4 pages)View decision
