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 123872 results
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Decision Reference DRN-5541478
25 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5541478 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) didn’t agree to a full refund under Section 75 of the Consumer Credit Act 1974 (Section 75), for a faulty car. He’s also said HSBC failed to progress the claim in a timely way and made repeated requests for informatio... (4 pages)View decision -
Decision Reference DRN-4711614
25 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4711614 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (16 pages)View decision -
Decision Reference DRN-5434255
25 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5434255 The complaint Mr N complains about the quality of a car supplied by Tandem Motor Finance Limited (‘Tandem’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (5 pages)View decision -
Decision Reference DRN-5049442
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5049442 The complaint S, a limited company, has complained Revolut Ltd won’t refund them for over £85,000 worth of transactions made from their account by a fraudster. What happened There are three directors of S being Mr and Mrs S and Mr S1. For ease I’ll refer mainly to Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-4994076
25 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4994076 The complaint D, a sole trader, has complained Metro Bank PLC did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened D operates as a small business and holds an account with a bank that I’ll refer to as L. They hav... (3 pages)View decision -
Decision Reference DRN-5671134
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5671134 The complaint Miss S on behalf of her daughter Miss W complains about the service received from Barclays Bank UK PLC (“Barclays”) following unrecognised transactions on Miss W’s account. In particular, Miss S is unhappy with the service Miss W received over the phone and say... (3 pages)View decision -
Decision Reference DRN-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5653407
25 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5653407 The complaint Mrs V complains that American Express Services Europe Limited (AESEL) gave her incorrect advice about the timescale within which she needed to meet a spend threshold in order to qualify for a promotional offer. What happened On 8 January 2025 Mrs V opened a Pla... (3 pages)View decision -
Decision Reference DRN-5709786
25 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5709786 The complaint Mr A complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-5715168
25 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5715168 The complaint Mr P complains at the price rise in his motor insurance policy with Ageas Insurance limited. What happened Mr P opted to take out a motor insurance policy with Ageas and accepted a quotation. After receiving the documentation, Mr P accepted the quote with the p... (2 pages)View decision
