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-5727095
18 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5727095 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (‘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 1974 (‘CCA’... (3 pages)View decision -
Decision Reference DRN-5720238
18 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5720238 The complaint Miss O is unhappy with AMERICAN EXPRESS SERVICES EUROPE LIMITED’s (‘Amex’) handling of her credit cards and Amex’s customer service. For the purposes of this decision I will refer to the two credit cards as Miss O’s Blue Card and Gold Card. What happened Miss... (3 pages)View decision -
Decision Reference DRN-5168556
18 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5168556 The complaint Ms A is unhappy that HSBC UK Bank PLC haven’t refunded the full amount of money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (3 pages)View decision -
Decision Reference DRN-5744604
18 Aug 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5744604 The complaint Mr W complains about a fixed sum loan agreement he took out with Telefonica UK Limited trading as O2. What happened In April 2024, Mr W says he saw an advertisement for a deal with Telefonica, where they offered to provide a set of wireless headphones for £20, ... (5 pages)View decision -
Decision Reference DRN-5491249
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5491249 The complaint Mrs M complains that Revolut Ltd won’t refund her the money she lost in a fake rental scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I have simply summarised what I consider to be the key events. On 11 Novemb... (3 pages)View decision -
Decision Reference DRN-5728465
18 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5728465 The complaint Ms R’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 her under Section 140A of the Consumer Credit Act 19... (3 pages)View decision -
Decision Reference DRN-5760291
18 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5760291 The complaint Ms D is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments as part of a scam, or to attempt to recover her payments once the scam had been reported. She is also complaining about Wise Payments Limited’s lack of response ... (3 pages)View decision -
Decision Reference DRN-5631244
18 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5631244 The complaint K, a company, complains that TSB Bank plc failed to refund a cash withdrawal when no cash was received. And that as a result it incurred a charge for a returned direct debit. Mr B, a director of the company, represents K. What happened In December 2024 Mr B sen... (2 pages)View decision -
Decision Reference DRN-5681223
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5681223 The complaint Mrs M complains that Clydesdale Bank Plc trading as Virgin Money didn’t transfer her matured Individual savings Account (ISA) on the correct date. What happened Mrs M’s Vigin Money ISA matured on 24 October 2024. She asked Virgin Money to transfer the matured ... (2 pages)View decision -
Decision Reference DRN-5734820
18 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5734820 The complaint Mr K complains about the service he received from HSBC UK Bank Plc. What happened Mr K contacted HSBC by phone on 3 April 2025 to check on the progress of some on-going complaints. But the call was disconnected. Several follow up calls were also disconnected a... (2 pages)View decision
