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 162495 results
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Decision Reference DRN-5301792
2 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5301792 The complaint Ms V complains that Nationwide Building Society treated her unfairly by failing to process a chargeback request leading to the loss of funds. What happened Ms V had need of an emergency plumber for her property which is situated in another country. Ms V contac... (4 pages)View decision -
Decision Reference DRN-5016134
1 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5016134 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in July 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr S acquired a used BMW in July 2023, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5197354
31 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5197354 The complaint Miss J complains Sainsbury's Bank Plc (“Sainsbury’s”) refunded overpayments to her credit card account in a way that left her in debt and gave her poor service when she questioned this. What happened Miss J had made several payments to her credit card acco... (3 pages)View decision -
Decision Reference DRN-5024448
31 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5024448 The complaint Miss H has complained that Barclays Bank UK PLC, trading as Barclaycard, misadvised her. It told her that she had a 0% interest offer on purchases, for up to 20 months, but in fact this was for balance transfers only. What happened Miss H opened a Barclaycard a... (2 pages)View decision -
Decision Reference DRN-4731570
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4731570 The complaint Mr W complains National Westminster Bank Plc (NatWest) won’t refund the money he paid to invest in a company which he now thinks was operating a scam. What happened In early 2018, Mr W made a payment of £50,000 (for which he was charged a £23 fee) to invest in ... (2 pages)View decision -
Decision Reference DRN-5300715
31 Jan 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5300715 The complaint Mr S complains that Zopa Bank Limited acted unfairly when it defaulted his loan account. What happened Mr S took a fixed sum loan with Zopa in January 2023. The loan including interest was £16,932.56, £705.52 per month, payable over 24 months. Mr S said in June... (6 pages)View decision -
Decision Reference DRN-4961307
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4961307 The complaint Mr A has complained that HSBC UK Bank Plc has failed to obtain a refund for him, for a hotel booking. What happened Mr A paid for a hotel stay through a third party, using his HSBC card. This was for two rooms, for four adults and three children. However, upon ... (2 pages)View decision -
Decision Reference DRN-5267975
31 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5267975 The complaint Mrs S complains that the car she acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened On 11 January 2024 Mrs S acquired a used car financed through a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-4949399
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4949399 The complaint Mr R complains about the way Revolut Ltd handled his chargeback claim. What happened Mr R booked a rental car with a merchant, M, using his Revolut debit card to be collected on 18 March 2024 at an airport abroad. He said when he arrived at the airport to colle... (2 pages)View decision -
Decision Reference DRN-4847714
31 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4847714 The complaint Mr M has complained J.P. Morgan Europe Limited trading as Chase failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repe... (4 pages)View decision
