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-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4899764
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4899764 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted his credit card account and loan account after he entered into a debt arrangement scheme. What happened Mr O says that he entered into a debt arrangement scheme in February 2020. He ... (3 pages)View decision -
Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision -
Decision Reference DRN-5222105
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222105 The complaint Mr M complains that HSBC UK Bank Plc stopped his credit card and ended his credit agreement. What happened Mr M held a HSBC credit card with a credit limit of £6000. In July 2024 Mr M contacted HSBC to report fraudulent activity on his card. HSBC said it would ... (3 pages)View decision -
Decision Reference DRN-5115247
28 Jan 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5115247 The complaint Ms A is unhappy that Volkswagen Financial Services (UK) Limited (VWFS) paid, and then invoiced her for a parking notice, thereby preventing her from appealing the charge. Ms A’s legal representative, Mr F, brought this complaint on her behalf, so I’ll also ref... (4 pages)View decision -
Decision Reference DRN-5292812
28 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5292812 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened Earlier this month I issued a provisional decision (“PD”) setting out why I was intending to uphold Mr M’s co... (6 pages)View decision -
Decision Reference DRN-4919096
28 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4919096 The complaint Mr A complains that American Express Services Europe Limited (which I’ll call Amex) won’t provide a refund for goods which he says he paid for but did not receive. What happened In December 2023 Mr A bought a laptop direct from the manufacturer, which I’ll call... (2 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision -
Decision Reference DRN-5241762
28 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5241762 The complaint Mrs H is unhappy that Jaja Finance Ltd (“JFL”) didn’t update her address despite her making several attempts to update it. What happened Mrs H sent a letter to JFL asking them to update her address. Mrs H didn’t receive any response to her letter, and so sent a... (2 pages)View decision -
Decision Reference DRN-4734914
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4734914 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. Background On 8 April 2023, Mr B received a call from an individual who claimed to be an employee of a bank which I’ll refer to as Bank H. Mr B holds his own main bank account wit... (7 pages)View decision
