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 170994 results
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Decision Reference DRN-5702667
18 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5702667 The complaint Miss K complains about the quality of a car supplied to her on finance by Hyundai Capital ‘UK Limited (‘HC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resol... (5 pages)View decision -
Decision Reference DRN-5592270
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5592270 The complaint Mr A complains that Bank of Scotland plc trading as Halifax blocked his personal account and then closed it down. What happened In January 2024, Halifax received a report that funds had been paid into Mr A’s account due to an alleged car scam. It notified Mr A ... (2 pages)View decision -
Decision Reference DRN-4771901
18 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4771901 The complaint Mr and Mrs D are unhappy that Santander UK Plc won’t refund a debit card payment they made as part of a scam. What happened Mr and Mrs D wanted to fly to South Korea to see their friends. They thought they’d found flights using a well-known travel search engine... (3 pages)View decision -
Decision Reference DRN-5703117
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703117 The complaint Z, a limited company, complains about problems and delays when it applied for additional borrowing from National Westminster Bank plc. This complaint has been brought on behalf of Z by its director, who I’ll refer to as Mrs Y. Mrs Y asks that NatWest pays furth... (4 pages)View decision -
Decision Reference DRN-5690885
18 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5690885 The complaint Mr M has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened MBFS supplied Mr M with a new car on a hire purchase agreement in December 2020. The cash... (7 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN-5302301
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5302301 The complaint Ms E says she was overcharged for a holiday booking and is unhappy with how American Express Services Europe Limited (“Amex”) handled her dispute. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here... (3 pages)View decision -
Decision Reference DRN-5594478
18 Jul 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5594478 The complaint Mr C complains that JAJA FINANCE LTD’s, trading as JaJa Credit Card, decision to issue him with a credit card was irresponsible. What happened In May 2024, Mr C applied for a JAJA credit card. On 17 May 2024, JAJA opened an account and issued Mr C with a cred... (3 pages)View decision -
Decision Reference DRN-5357606
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5357606 The complaint Mr X complains Barclays Bank UK Plc trading as Barclaycard defaulted and closed his credit card account. Mr X is represented in bringing this complaint, for ease I’ll refer to all interactions as being those of Mr X. What happened Mr X opened a credit card ac... (3 pages)View decision -
Decision Reference DRN-5457230
18 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457230 The complaint Mr S complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Mr S and/or BH said or did, it should also be taken to include things said or done on their behalf. What happened In Dece... (6 pages)View decision
