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-5484374
18 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5484374 The complaint Mr C has complained The Royal Bank of Scotland plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened In both January and February 2024 Mr C used a cash machine within a branch of a bank where he also held an accoun... (3 pages)View decision -
Decision Reference DRN-5312361
18 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5312361 The complaint Mr L complains American Express Services Europe Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2024, Mr L booked a hire car for a trip abroad, paying with his American Express credit card. Mr L bo... (4 pages)View decision -
Decision Reference DRN-5268513
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5268513 The complaint Ms B complains Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment ( ) ) What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events &... (4 pages)View decision -
Decision Reference DRN-5183840
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5183840 Complaint Mr R is unhappy that Halifax didn't reimburse him after he told it he'd fallen victim to a scam. He has brought this complaint with the assistance of a professional representative. For simplicity's sake, I've generally referred to Mr R in the te... (3 pages)View decision -
Decision Reference DRN-5574404
18 Jun 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5574404 The complaint Miss W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (8 pages)View decision -
Decision Reference DRN-5504496
18 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5504496 The complaint Mr A complains J.P. Morgan Europe Limited trading as Chase won’t reimburse money he says he lost to a scam. What happened Mr A says he was the victim of an investment scam between January and July 2024. He reported all the payments he made to Chase and said it ... (2 pages)View decision -
Decision Reference DRN-5598538
18 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5598538 The complaint Miss G has complained that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) acted irresponsibly when it provided her with two loans in 2021 and 2022. She has also complained that it failed to offer to reasonable support when she ran int... (3 pages)View decision -
Decision Reference DRN-5598946
18 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5598946 The complaint Mr K complains he was kept waiting in the queue in his local The Co-operative Bank Plc (Co-op) branch, which was difficult due to his physical limitations. What happened In early March 2025, Mr K had to visit his local branch. He said, while there, he had to wa... (2 pages)View decision -
Decision Reference DRN-5360477
18 Jun 2025 Moneyplus Group Limited Not upheldConsumer CreditDRN-5360477 The complaint Mr S complains that MoneyPlus Group Limited (MPGL) have poorly managed his debt management plan (DMP) since they took it over, causing him to have late payment markers reported to his credit file. What happened Mr S has had a debt management plan for several ye... (4 pages)View decision -
Decision Reference DRN-5633370
18 Jun 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5633370 The complaint Mr O complains that HSBC UK Bank Plc registered a default on his credit file without notification, following the closure of his accounts. What happened Mr O says that HSBC suspended his current account without explanation in May 2023. He says that, despite ove... (3 pages)View decision
