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-5344034
15 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5344034 The complaint Mr A complains about the quality of the car supplied to him by Black Horse Limited (“Black Horse”), and the redress paid when the agreement was unwound. What happened Mr A acquired a used car through a hire purchase agreement in September 2024 with Black Horse.... (3 pages)View decision -
Decision Reference DRN-4672221
15 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-4672221 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-4489253
15 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4489253 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint On 9 April 2011, Mr... (9 pages)View decision -
Decision Reference DRN-5756517
15 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5756517 The complaint Mr M complains about the way that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AMEX”) administered a benefit on his credit card account. He is also unhappy about AMEX’s handling of his complaint. What happened Mr M holds an AMEX credit... (4 pages)View decision -
Decision Reference DRN-5604378
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604378 The complaint Ms P complains (‘Santander’), hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Santander should reimburse her for the money she lost. Ms P has brought the complaint with the assistance of a profess... (8 pages)View decision -
Decision Reference DRN-5692500
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692500 The complaint Mr M complained because Bank of Scotland plc refused to refund him for a payment which he said was unauthorised. What happened On 2 March 2025, Mr M made a payment for the sterling equivalent of £100.09 plus a transaction fee of £2.99, totalling £103.08. Mr M... (4 pages)View decision -
Decision Reference DRN-5346749
15 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5346749 The complaint Mr J is unhappy that National Westminster Bank Public Limited Company won’t reimburse the money he lost to a scam. The complaint is brought on Mr J’s behalf by a professional representative. What happened The background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-5346750
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5346750 The complaint Mr J is unhappy that Santander UK Plc won’t reimburse the money he lost to a scam. The complaint is brought on Mr J’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat ever... (2 pages)View decision -
Decision Reference DRN-5490396
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5490396 The complaint Mr H complaints that Nationwide Building Society (Nationwide) won’t refund transactions which occurred in January 2025 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everythin... (4 pages)View decision -
Decision Reference DRN-5695304
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5695304 The complaint Miss R complains about the way she was treated by HSBC UK Bank Plc trading as first direct when: • it applied restrictions to the way she was able to use her debit card. • It declined to allow her to use its mobile banking app on a phone that didn’t belong to ... (5 pages)View decision
