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 162956 results
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Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
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
