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-5584390
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5584390 The complaint Mr A complains that Revolut Ltd unreasonably blocked a payment he had instructed. He requested that Revolut authorise his transactions properly and improve its support service. What happened Mr A said Revolut refused to make payments from his account, despite ... (3 pages)View decision -
Decision Reference DRN-5728190
4 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5728190 The complaint Mr F and Mrs F’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’) an... (11 pages)View decision -
Decision Reference DRN-5706948
4 Aug 2025 UK Credit Limited Not upheldConsumer CreditDRN-5706948 Complaint Mr K has complained that UK Credit Limited (“UK Credit”) unfairly accepted him as a guarantor on a loan that it provided to a borrower who was known to him. He says he wasn’t in a position to be able to afford to make the repayments to the loan in the event he had ... (3 pages)View decision -
Decision Reference DRN-5553986
4 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5553986 The complaint Mr K complains American Express Services Europe Limited (Amex) failed to carry out sufficient financial checks before it provided two credit card accounts to him. What happened Mr K says he applied for two different types of credit card accounts with Amex in Se... (3 pages)View decision -
Decision Reference DRN-5510839
4 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5510839 The complaint Miss P complains about her experience at a branch of Santander UK Plc where she said she was mis-sold an upgrade to her current account, which did not have the promised benefits. What happened Miss P visited a branch of Santander to cash a cheque, and said a m... (3 pages)View decision -
Decision Reference DRN-5732484
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5732484 The complaint Mr J complains that HSBC UK Bank Plc (“HSBC”) failed to refund transactions he didn’t recognise. What happened Mr J explained that he was overseas and visiting a bar. He said that after arriving, another customer attempted to warn him about the bar because they... (3 pages)View decision -
Decision Reference DRN-5725382
4 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5725382 Complaint Mr F complains that Close Brothers Limited (trading as “Close Brothers” Motor Finance) unfairly entered into a conditional sale agreement with him. He’s effectively said that the finance wasn’t affordable and so shouldn’t have been provided to him. Background In N... (3 pages)View decision -
Decision Reference DRN-5567385
4 Aug 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5567385 Complaint Mr D has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says he shouldn’t have been lent to as the loan was unaffordable. Background Finio Loans provided Mr D with a loan for £1,000.00 in December 2024. This loan wa... (3 pages)View decision -
Decision Reference DRN-5725040
4 Aug 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5725040 Complaint Mrs L complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and that t... (5 pages)View decision -
Decision Reference DRN-5710457
4 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5710457 The complaint Mr S complains that American Express Services Europe Limited trading as American Express (‘AESEL’) failed to send him a notification that his credit card statement was ready to view and this caused a late payment. Mr S is unhappy AESEL placed a late payment mar... (3 pages)View decision
