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-5205521
30 Jan 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5205521 The complaint Mr M complains that the car he acquired financed through a conditional sale agreement with Stellantis Financial Services UK Limited wasn't of satisfactory quality. What happened In June 2021 Mr M acquired a used car financed through a conditional sale agre... (4 pages)View decision -
Decision Reference DRN-4856809
30 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4856809 The complaint Mr E complains that American Express Services Europe Limited won’t refund to him the money that he paid to an online retailer for some goods and about the way that it’s dealt with his chargeback claims. What happened Mr E used his American Express credit card i... (3 pages)View decision -
Decision Reference DRN-5263932
30 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5263932 The complaint Mr G complains that Nationwide Building Society shouldn’t have offered him a mortgage for the property he bought. Due to the construction type he’s been unable to sell or re-mortgage the property. What happened Mr G took out a mortgage with Nationwide in 2022. ... (3 pages)View decision -
Decision Reference DRN-5270941
30 Jan 2025 Santander UK Plc Not upheldConsumer CreditDRN-5270941 The complaint Mr J is unhappy that Santander UK Plc didn’t clearly warn him that a temporary reduced payment plan could have an adverse impact on his credit file. What happened Mr J has a loan with Santander. On 19 June 2024, Mr J called Santander and explained that he would... (3 pages)View decision -
Decision Reference DRN-5290370
30 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5290370 The complaint Mr K and Mrs K complain that Santander UK Plc (Santander) gave them unsuitable advice during a product transfer. What happened Mr K and Mrs K wanted to extend the term of their interest only mortgage and take out a new interest rate product with Santander in 20... (4 pages)View decision -
Decision Reference DRN-5193349
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5193349 The complaint Mr L complains HSBC UK Bank Plc (“HSBC”) blocked his account, withheld his funds for an unreasonable period, and done so without explanation. Mr L says HSBC’s actions have caused him significant financial difficulty, distress, and inconvenience. What happened T... (2 pages)View decision -
Decision Reference DRN-4757482
30 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4757482 The complaint Miss O has complained that a car she acquired using a hire-purchase agreement with Oodle Financial Services Limited (“Oodle”) was misrepresented to her, as she was told it had had one previous owner when in fact it had had four. She was also unhappy that she di... (3 pages)View decision -
Decision Reference DRN-5298355
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5298355 The complaint Mrs J complains that National Westminster Bank Plc (NatWest) won’t refund the money she lost to a scam. What happened Mrs J was contacted by a fraudster who tricked her into making a series of payments towards a ‘money making scheme’ which involved Mrs J ratin... (5 pages)View decision -
Decision Reference DRN-4857925
30 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4857925 The complaint Mr N says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr N di... (2 pages)View decision -
Decision Reference DRN-5245660
30 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5245660 The complaint Mr N complains that Clydesdale Bank Plc trading as Virgin Money told him that he could open a persistent debt plan but later declined to open the plan. What happened Mr N holds two credit card accounts with Virgin Money. Mr N contacted Virgin Money in October 2... (2 pages)View decision
