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 164078 results
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Decision Reference DRN-5368052
11 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5368052 The complaint Ms R complains that the car she acquired through Black Horse Limited trading as Land Rover Financial Services (“BHL”) wasn’t of satisfactory quality, and she wants to be compensated for the problems she’s had to endure. What happened Ms R entered into a PCP cre... (4 pages)View decision -
Decision Reference DRN-5679266
11 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5679266 The complaint Miss M complains American Express Services Europe Limited (‘Amex’) irresponsibly lent to her. Miss M also complains about the way Amex handled a Payment Break Plan – as a result of which her account was defaulted and her credit file has been impacted. What ha... (7 pages)View decision -
Decision Reference DRN-5626454
11 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5626454 The complaint Mr A has complained about the way Stellantis Financial Services UK Limited recorded information on his credit file in relation to a car finance agreement. What happened The circumstances surrounding the complaint are well known to the parties so I won’t go ove... (2 pages)View decision -
Decision Reference DRN-5687527
11 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5687527 The complaint Mr A complains that a flight he booked for himself and his family was cancelled. He says that, because he paid using his Amex credit card, it should provide him with a refund or suitable compensation. What happened In January 2024 Mr A booked a trip for himself... (3 pages)View decision -
Decision Reference DRN-5332644
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332644 The complaint Mrs M complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5648274
11 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5648274 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in August 2016. In his application, Mr A said he was ear... (3 pages)View decision -
Decision Reference DRN-5634999
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5634999 The complaint Mr A complains that Bank of Scotland plc trading as Halifax sent him a promotional email after he had closed his account. Mr A is also unhappy with the service he received when he complained about this to Halifax. What happened Mr A held a credit card account w... (3 pages)View decision -
Decision Reference DRN-5591195
11 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5591195 The complaint Mr J complains that Clydesdale Bank Plc, trading as Virgin Money, knowingly displays inaccurate information on its mobile banking app. What happened Mr J holds a credit card with Virgin; he makes use of the mobile banking app to make payments, view his balance... (3 pages)View decision -
Decision Reference DRN-5687401
11 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5687401 The complaint Mrs R complains that Kroo Bank Ltd (“Kroo”) won’t refund transactions made as part of a scam. What happened On 28 August 2024, Mrs R received an email purporting to be from a well-known parcel delivery company. It said it had tried, unsuccessfully, to deliver ... (6 pages)View decision -
Decision Reference DRN-5410084
11 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5410084 The complaint Mr J is complaining that Nationwide Building Society didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr J here. What happened Between ... (2 pages)View decision
