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 185209 results
-
Decision Reference DRN-6218907
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6218907 The complaint Ms M complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) failed to properly offer reasonable adjustments. She also complains about a safeguarding referral it made to Ms M’s council. What happened Ms M encountered an issue with verification ... (3 pages)View decision -
Decision Reference DRN-6215493
10 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6215493 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In June 2024, Mrs B visited a friend who was having work done on their driveway and spoke to the ... (5 pages)View decision -
Decision Reference DRN-6190760
10 Apr 2026 EE Limited Not upheldConsumer CreditDRN-6190760 The complaint Mr M is unhappy with a phone he bought from EE Limited using a fixed sum loan agreement, and says he wants a different replacement phone. What happened Mr M bought a new phone from EE Limited in April 2025. The phone had a cash price of £1,150 and Mr M took out... (4 pages)View decision -
Decision Reference DRN-6209805
10 Apr 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6209805 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her when she could not afford it and failed to recognise her vulnerabilities. What happened Miss M took one loan from MoneyBoat in October 2025 for £450 repa... (4 pages)View decision -
Decision Reference DRN-5906332
10 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5906332 The complaint Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (12 pages)View decision -
Decision Reference DRN-6272775
10 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6272775 The complaint Mr G complains about the actions of Nationwide Building Society (“Nationwide”) when it made two payments from his current account. What happened In late 2025 Mr G said Nationwide paid two direct debits (his mortgage payment and a payment to an energy company) o... (3 pages)View decision -
Decision Reference DRN-6143936
10 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6143936 The complaint Mrs E complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (AmEx) incorrectly told her she was eligible for a benefit on her credit card account. What happened Mrs E held a credit card account with AmEx, which allowed her to earn ... (3 pages)View decision -
Decision Reference DRN-6229482
10 Apr 2026 Premium Credit Limited Not upheldConsumer CreditDRN-6229482 The complaint Miss M complains about a service which Premium Credit Limited (‘PC’) financed for her. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with mini... (4 pages)View decision -
Decision Reference DRN-6276598
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6276598 The complaint Mr S complains about the way HSBC UK Bank Plc (‘HSBC’ or the ‘bank’) handled his claim for a refund. What happened Mr S and HSBC are aware of the background to this complaint, so I’ve only summarised it here. Mr S bought two sofas (the ‘sofas’) from a business... (3 pages)View decision -
Decision Reference DRN-6214586
10 Apr 2026 Tesco Mobile Limited Not upheldConsumer CreditDRN-6214586 The complaint Mr P has complained about how Tesco Mobile Limited has administered a credit agreement linked to his phone. What happened To reflect my role of resolving disputes quickly with minimum formality, I’ll only briefly summarise what happened here. In September 2024... (3 pages)View decision