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 171071 results
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Decision Reference DRN-5643047
4 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5643047 The complaint Miss H complains Madison CF UK Limited trading as 118118 Money (“118”) irresponsibly provided her with two loans. Miss H is represented by a professional third party, but for ease of reference I’ll mostly refer to Miss H throughout. What happened In November ... (3 pages)View decision -
Decision Reference DRN-5731091
4 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5731091 The complaint Mr M complains that a vehicle he acquired via a hire purchase agreement with CA Auto Finance UK Ltd wasn’t of satisfactory quality. What happened In August 2023 Mr M acquired a used vehicle via a 58-month hire purchase agreement with CA Auto Finance. The vehicl... (4 pages)View decision -
Decision Reference DRN-5250346
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5250346 The complaint Mrs C has complained about the way Bank of Scotland plc handled a chargeback. She alleges that a particular merchant scammed her. What happened Both sides are most familiar with the case, and we must keep our decisions anonymised, so I will summarise what happe... (2 pages)View decision -
Decision Reference DRN-5734286
4 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5734286 The complaint Mr H says HSBC UK Bank Plc (HSBC) were wrong to report missed payments to his credit file and haven’t enabled him to change the address they hold for him. What happened I issued a provisional decision on this complaint in July 2025. An extract from that provisi... (3 pages)View decision -
Decision Reference DRN-5592875
4 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5592875 The complaint Mrs P complains that Santander UK Plc lent to her irresponsibly via an overdraft over an extended period of time. She would like all the fees and charges associated with the overdraft refunded. What happened In February 2019 Santander first approved an overdra... (3 pages)View decision -
Decision Reference DRN-5728832
4 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5728832 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, have been unreasonable to default his account and not to agree to write off his debt. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-5646517
4 Aug 2025 Metro Bank PLC Not upheldMortgagesDRN-5646517 The complaint Mr and Mrs R complain that Metro Bank PLC didn’t treat them fairly when they experienced financial difficulty with their mortgage. What happened Mr and Mrs R have a mortgage with Metro, taken out in 2022. They borrowed around £430,000 on repayment terms over 25... (5 pages)View decision -
Decision Reference DRN-5480793
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5480793 The complaint Mrs S complains that TSB held her liable for a failed cash withdrawal and didn’t carry out an effective investigation. What happened Mrs S used one of a bank of three automated teller machines (ATM) regularly. She was withdrawing cash for a project at home and... (5 pages)View decision -
Decision Reference DRN-5734243
4 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5734243 The complaint Mr D complains about how Vanquis Bank Limited reported information to credit reference agencies in relation to a credit card. What happened Around May 2018 Mr D took out a credit card with Vanquis. Unfortunately, Mr D got into financial difficulty and his acco... (4 pages)View decision -
Decision Reference DRN-5548002
4 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5548002 The complaint Mrs S is unhappy that J.P. Morgan Europe Limited, trading as Chase, will not refund the money that she lost as the result of an Authorised Push Payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them i... (4 pages)View decision
