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 171073 results
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Decision Reference DRN-5721496
29 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5721496 The complaint Mr A complains American Express Services Europe Limited (“American Express) didn’t do enough to help get a refund for a purchase made on his credit card. What happened In July 2024, Mr A bought a phone online from a company I’ll call “J”, paying via his Americ... (4 pages)View decision -
Decision Reference DRN-5721426
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5721426 The complaint Ms W complains that Santander UK Plc failed to advise her about charges being deducted from international payments she made. What happened In January 2024 Ms W sent five payments to an overseas recipient. She sent a further five payments to a different overseas... (2 pages)View decision -
Decision Reference DRN-5239942
29 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5239942 The complaint Mr R complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr R says that the car developed faults very soon after he acquired it and he would like it repaired. What happened Mr R... (4 pages)View decision -
Decision Reference DRN-5718539
29 Jul 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5718539 The complaint Mr W complains that Leasys Uk Ltd (Leasys) incorrectly debited a payment from his account. He is also not happy with how his complaint has been handled. He would like compensation for the significant distress caused. What happened Mr W has explained that he ha... (3 pages)View decision -
Decision Reference DRN-5686756
29 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5686756 The complaint Mr D complains MBNA Limited trading as MBNA (MBNA) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr D says MBNA approved a credit card facility with a credit limit of £2,400 in June 2020. Mr D sa... (3 pages)View decision -
Decision Reference DRN-5589175
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5589175 The complaint Mr T complains that Nationwide Building Society unfairly denied him its switch account offer incentive payment after problems using his debit card. He wants the £175 payment to be made and compensation for the upset he has been caused. What happened Nationwide ... (3 pages)View decision -
Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN-5718738
29 Jul 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5718738 The complaint T complains PayrNet Limited (ANNA Money) is treating it unfairly in requesting a selfie to verify payments. T would like this requirement to be removed from the account. Note Whilst this is T’s complaint, I will refer to Mr B who is its director and has been de... (4 pages)View decision -
Decision Reference DRN-5721204
29 Jul 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5721204 The complaint Mr P complains that Zopa Bank Limited irresponsibly agreed a loan for him. What happened Zopa agreed a loan of £2,000 for Mr P in late May 2021. The total amount owed was £2,260.21, to be repaid at £188.35 a month over 12 months. Mr P met his repayments and th... (3 pages)View decision -
Decision Reference DRN-5665574
29 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5665574 The complaint Mr O complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In November 2023, Mr O acquired a used car using a hire purchase agreement with Black Horse. The car was almost four ye... (4 pages)View decision
