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 171072 results
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Decision Reference DRN-5694361
6 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694361 The complaint Mr C complains that Monzo Bank Ltd wouldn’t allow him to do a balance transfer to another credit card with a better interest rate. What happened Mr C opened a Monzo Flex account on 1 February 2025 with a credit limit of £5000. The card had a promotional offer o... (2 pages)View decision -
Decision Reference DRN-5739352
6 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5739352 The complaint Mr and Mrs K has complained about several matters arising out of a loan taken from Shawbrook Bank Limited (the ‘Lender’) to pay for a timeshare. What happened On 17 September 2017 (the ‘Time of Sale’), Mr and Mrs K agreed to purchase a trial timeshare product (... (10 pages)View decision -
Decision Reference DRN-5372715
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5372715 The complaint Miss A is unhappy HSBC Bank Ltd will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Miss A fell victim to a job/task scam. She was co... (3 pages)View decision -
Decision Reference DRN-5739615
6 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5739615 The complaint Mr L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AESEL”) gave him a credit card and subsequent limit increase which he couldn’t afford to repay. What happened In March 2003 AESEL gave Mr L an Amex Blue credit card. This... (5 pages)View decision -
Decision Reference DRN-5613166
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5613166 The complaint Miss D complains about the way in which Bank of Scotland plc handled a large number of chargeback requests in connection with payments to online gambling sites. She says too that the bank should have identified from the activity that she was a vulnerable custom... (3 pages)View decision -
Decision Reference DRN-5649065
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5649065 The complaint Mr P is unhappy that HSBC UK Bank Plc recalled a balance transfer from another bank without his knowledge or permission. What happened Mr P undertook a balance transfer from HSBC to another bank (which for ease of reference, I’ll refer to as ‘X’). On 4 December... (3 pages)View decision -
Decision Reference DRN-5389221
6 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5389221 The complaint Miss R complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse her in full after she fell victim to a scam. What happened What Miss R says Miss R says that after searching for investments for a few months a social media page linked to a company I’ll c... (4 pages)View decision -
Decision Reference DRN-5599317
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5599317 The complaint Mr C is unhappy with HSBC Bank UK Plc. Mr C said he has a gambling addiction and suffers with his mental health. He was left some inheritance money and spent all the money within a few days on gambling. He said the amounts being spent should have flagged with H... (3 pages)View decision -
Decision Reference DRN-5366448
6 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5366448 The complaint Mr P is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, was misrepresented to him. What happened In July 2023, Mr P was supplied with a used car through a conditional s... (3 pages)View decision -
Decision Reference DRN-5548288
6 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5548288 The complaint Mr K complains that a used car he acquired through a conditional sale agreement financed by Close Brothers Limited (‘Close Brothers’) is of unsatisfactory quality. What happened In February 2024 Mr K took out a conditional sale agreement to cover the cost of a... (6 pages)View decision
