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 162956 results
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Decision Reference DRN-5322000
5 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5322000 The complaint This complaint is about two mortgages Mr M and Miss Y hold with National Westminster Bank Plc (NatWest). The essence of the complaint is that based on information given in 2019, that Mr M and Miss Y say was incorrect, Mr M and Miss selected a two-year fixed int... (5 pages)View decision -
Decision Reference DRN-5356892
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356892 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr E is being represented by a claims management company in this complaint. What happened The full details of this complaint are well-known to both parties a... (11 pages)View decision -
Decision Reference DRN-5143120
5 Mar 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5143120 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. Mr D is represented in this matter by his partner Mrs D. For ease of rea... (4 pages)View decision -
Decision Reference DRN-5373129
5 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373129 The complaint Mr J complains that the car he acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. He wants to reject the car and have the finance agreement cancelled. What happened Mr J entered into a conditional sale agreement in... (5 pages)View decision -
Decision Reference DRN-5281130
5 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5281130 The complaint Miss F complains that J.P. Morgan Europe Limited trading as Chase (Chase) changed the account from which payments were debited, without her authority. This caused inconvenience and affected her trust in Chase. What happened In July 2024, Miss F raised an accou... (2 pages)View decision -
Decision Reference DRN-5187638
5 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5187638 The complaint Mr B complains about charges he was asked to pay by Stellantis Financial Services UK Limited (‘Stellantis’), trading as PSA Finance UK, when he returned a car he had been financing through an agreement with them. What happened Mr B took receipt of a new car in ... (3 pages)View decision -
Decision Reference DRN-5064644
5 Mar 2025 East Sussex Credit Union Limited UpheldConsumer CreditDRN-5064644 The complaint Mr C complains East Sussex Credit Union Limited trading as Wave Community Bank (WCB) should have defaulted his account when he fell into financial difficulties. He says their failure to do so resulted in him having to accept a more expensive mortgage deal when ... (4 pages)View decision -
Decision Reference DRN-5190297
5 Mar 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5190297 The complaint Mr D has complained about how his mortgage has been managed by HSBC UK Bank Plc. What happened Mr D has a mortgage with HSBC. Following some financial difficulties a suspended possession order (SPO) was granted in November 2012. Mr D has two sub-accounts and he... (5 pages)View decision -
Decision Reference DRN-5223116
5 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5223116 The complaint Mr J has complained that Vanquis Bank Limited was irresponsible when it offered him a credit card account and later increased his credit limit. Mr J has brought his complaint via a representative but I will refer to him through for simplicity. What happened I... (3 pages)View decision -
Decision Reference DRN-5163045
5 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5163045 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy that National Westminster Bank Plc (“NatWest”) didn’t take the monthly payments for its Bounce Back Loan (“BBL”) and later defaulted the account for non-payment. S’s complaint is brought to this service ... (3 pages)View decision
