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-5646974
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5646974 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2017, Miss C received an email with an invitation to an event for people who wanted to learn to trade. Miss C says she atte... (3 pages)View decision -
Decision Reference DRN-5720716
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5720716 The complaint Mrs H has complained that HSBC UK Bank Plc (‘HSBC’) has unfairly declined her claim for a refund. What happened On 9 August 2023, Mrs H’s HSBC credit card (the ‘card’) was used to make a payment on behalf of her son and daughter-in-law for the repair of their c... (4 pages)View decision -
Decision Reference DRN-5717884
29 Jul 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5717884 The complaint Mr W complains about the way Sainsbury's Bank Plc handled his claim for a refund. What happened Mr W made a purchase for £714, for an electrical item from a company I’ll refer to as ‘T’. The payment of £714 was made on 7 October 2022 using his Sainsbury’s ... (4 pages)View decision -
Decision Reference DRN-5576079
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576079 The complaint Mrs F complains that HSBC Bank UK plc caused her upset and embarrassment when she paid in cash and cheques to two accounts in her name at an HSBC branch. Mrs F would like to be compensated for the upset she was caused. Mrs F is represented in this complaint by ... (4 pages)View decision -
Decision Reference DRN-5678807
28 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5678807 The complaint Ms J complains that American Express Services Europe Limited have made it difficult for her to obtain a credit balance refund by requiring her to provide documents. What happened On 2 January 2025 Ms J requested to close her account with AESEL. Following the c... (2 pages)View decision -
Decision Reference DRN-5643944
28 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5643944 The complaint Miss R complains that Capital One (Europe) plc applied charges to her accounts and sent harassing communications to her. She’s also unhappy that she couldn’t log into her online account and wasn’t sent a replacement card. What happened Miss R holds two credit ... (2 pages)View decision -
Decision Reference DRN-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision -
Decision Reference DRN-5703952
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5703952 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (the ‘CCA’). Background to the complaint Mr P purchased membership of a timeshare (the ‘Frac... (11 pages)View decision -
Decision Reference DRN-5720463
28 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5720463 The complaint Mr T complains about a car supplied under a hire purchase agreement, provided by Toyota Financial Services (UK) PLC. What happened Around March 2024 Mr T acquired a used car under a hire purchase agreement with Toyota. The car is listed with a cash price of £3... (7 pages)View decision -
Decision Reference DRN-5245187
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5245187 The complaint C is a company which has brought this complaint through its director, whom I’ll refer to as Mr G. C complains that National Westminster Bank Plc called in two loan accounts and transferred them to its recoveries department. It also closed C’s current account. W... (2 pages)View decision
