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-5327100
18 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5327100 The complaint Miss B has complained about American Express Service Europe Limited’s (AESEL) handling of her refund claims. What happened Miss B used her AESEL credit card to make several purchases with a supplier I shall call “T”. However various items weren’t delivered corr... (5 pages)View decision -
Decision Reference DRN-5203718
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5203718 The complaint Miss D has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Miss D found a cryptocurrency investment scheme from an online group she was a member of. However... (3 pages)View decision -
Decision Reference DRN-5548667
17 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5548667 The complaint Ms S complains that Moneybarn No. 1 Limited (“Moneybarn”) entered into a Conditional Sale agreement with her when it was unaffordable. She has complained using a professional representative, but I’ll refer to Ms S throughout. What happened In April 2021, Ms S ... (4 pages)View decision -
Decision Reference DRN-5524513
17 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5524513 The complaint Mr H complains that Blue Motor Finance Ltd (‘Blue Motor’) entered into a Hire Purchase agreement with him when it was unaffordable. Mr H has brought his complaint using a professional representative, but I’ll refer to Mr H throughout. What happened In April 20... (4 pages)View decision -
Decision Reference DRN-5470356
17 Jun 2025 SNAP FINANCE LIMITED Not upheldConsumer CreditDRN-5470356 The complaint Mr A complains that Snap Finance Limited lent to him irresponsibly. What happened Mr A applied for a loan with Snap Finance on 27 June 2023. The loan was for £508.99 over a term of 15 months with monthly repayments of £52.12. The interest rate applicable to the... (3 pages)View decision -
Decision Reference DRN-5057324
17 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5057324 The complaint Mrs A complains that Lloyds Bank PLC closed her account without warning and will not reopen the account for her. She is also unhappy that they will not accept the proof of address document she provided to them. What happened Mrs A opened an account with Lloyds ... (4 pages)View decision -
Decision Reference DRN-5622777
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5622777 The complaint Miss W complains that HSBC UK Bank Plc (“HSBC”) won’t refund payments made as part of a scam. What happened In October 2023, Miss W came across an advertisement for an investment opportunity on a social media platform. She registered her interest and was conta... (5 pages)View decision -
Decision Reference DRN-5448741
17 Jun 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5448741 The complaint Mr P is unhappy with Paragon Bank Plc. Mr P transferred out of his Cash ISA and into a savings account. He said this wasn’t his intention and he should have been warned. Mr P said there wasn’t any clear warning about what he was doing, and he wants Paragon to r... (3 pages)View decision -
Decision Reference DRN-5258857
17 Jun 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5258857 The complaint Miss S is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC t/a Redline Financial (Redline) was of an unsatisfactory quality. When I refer to what Miss S has said and what Redline have said, it should al... (5 pages)View decision -
Decision Reference DRN-5447131
17 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5447131 The complaint Mr G complains that the Vehicle Registration Number (VRN) and colour of a car supplied to him through a hire agreement with Motability Operations Limited (“MO”) triggered his mental health condition. What happened The parties are familiar with the background o... (3 pages)View decision
