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 171073 results
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Decision Reference DRN-5786023
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5786023 The complaint Mr N complains about a claim he made to American Express Services Europe Limited (Amex) in respect of a hotel not being as described. What happened In November 2024, Mr N paid £4,699.24 using his Amex credit card to book a suite at a hotel which he intended to... (6 pages)View decision -
Decision Reference DRN-5651728
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5651728 The complaint Mr N complains that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited was of an unsatisfactory quality. What happened In June 2023, Mr N was supplied with a used car through a conditional sale agreement with Moneybarn. The ca... (4 pages)View decision -
Decision Reference DRN-5409916
1 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5409916 The complaint Mr C complains Barclays Bank UK Plc (“Barclays”) irresponsibly lent him a loan that caused him foreseeable harm. What happened Mr C applied for a loan with Barclays in April 2024. The application was accepted, and he was provided with a loan for £6,000 over 18... (3 pages)View decision -
Decision Reference DRN-5781734
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5781734 The complaint Mr M complains about the service he received from American Express Services Europe Limited when asking for help to get a refund for a transaction paid on his credit card. What happened In November 2024, Mr M booked flights paying with his American Express cred... (4 pages)View decision -
Decision Reference DRN-5786305
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786305 The complaint Miss D complains about the service she received from American Express Services Europe Limited when she asked for help in getting a refund for a transaction made on her credit card. What happened In November 2024, Miss D purchased a television from a supplier I... (4 pages)View decision -
Decision Reference DRN-5659873
1 Sep 2025 Mortgage Next Network Limited UpheldMortgagesDRN-5659873 The complaint Mr and Mrs L complain that an appointed representative of Mortgage Next Network Limited (“MNN”) mis-sold their mortgage. What happened In 2019 Mr and Mrs L got mortgage advice from a mortgage broker in MNN’s network as they wanted to buy a new build property. T... (4 pages)View decision -
Decision Reference DRN-5486360
1 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486360 The complaint Mrs B complains that Vanquis Bank Limited provided her with an unaffordable credit card. Mrs B’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened Vanquis provided ... (4 pages)View decision -
Decision Reference DRN-5676623
1 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5676623 The complaint Mr I complains that Bank of Scotland plc trading as Halifax are sending him payment notifications that he hasn’t requested. What happened Mr I has held a credit card account with Halifax since March 2022. In or around March 2025 Mr I began receiving notificatio... (2 pages)View decision -
Decision Reference DRN-5785959
1 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5785959 The complaint Mr H has complained about the quality of a car provided on finance by Creation Consumer Finance Ltd. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised the events here. Creation supplied Mr H with a used car o... (6 pages)View decision -
Decision Reference DRN-5704461
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5704461 The complaint Mr T has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In November 2022, Mr T bought a sofa suite from a third-party s... (5 pages)View decision
