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 1473 results
-
Decision Reference DRN-6084513
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6084513 The complaint Miss Z complained about the way HSBC UK Bank Plc administered her credit card account. What happened HSBC issued a default notice on 2 October 2024 as there were missed payments on Miss Z’s credit card account and the balance on the credit card was above the c... (4 pages)View decision -
Decision Reference DRN-3554444
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3554444 The complaint B, a limited company, complains that HSBC UK Bank Plc cancelled direct debits on its account and didn’t reinstate one for the loan resulting in arrears. What happened HSBC says that B applied for ‘breathing space’ on loan repayments. And that HSBC cancelled the di... (4 pages)View decision -
Decision Reference DRN-4279481
11 Sep 2023 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4279481 The complaint Ms C is unhappy Oakbrook Finance Limited trading as Likely Loans registered a default on her account in February 2023. She has complained that Likely Loans has acted unfairly in the way it administered the default. To resolve her complaint, she wants the default r... (3 pages)View decision -
Decision Reference DRN-3662737
12 Oct 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3662737 The complaint Mr S says MBNA Limited unfairly defaulted his credit card account. What happened Mr S failed to make the minimum monthly payment on his account from March 2020. He spoke to MBNA in June 2020 explaining he was having financial difficulties due to the impact of the ... (2 pages)View decision -
Decision Reference DRN-3435097
4 Dec 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3435097 The complaint Mr C complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“VWFS”) have treated him unfairly in terminating his Hire Purchase Agreement after some arrears built up during the Covid-19 pandemic lockdown period in 2020. What h... (6 pages)View decision -
Decision Reference DRN-3058981
19 Oct 2021 Oplo CF Ltd Not upheldConsumer CreditDRN-3058981 The complaint Mr H complains that Oplo CF Limited, trading as 1 st Stop Car Finance Limited, has terminated the hire purchase agreement under which a used car was supplied to him and has repossessed the car. What happened A used car was supplied to Mr H under a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5205209
23 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5205209 The complaint Mr E complains that Zopa Bank Limited didn’t place a hold on his credit card account while he was in discussions with a debt charity regarding a Debt Management Plan. He also says that Zopa weren’t sympathetic towards him. What happened In August 2024, Mr E co... (2 pages)View decision -
Decision Reference DRN-5386382
2 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5386382 The complaint Mr D complains that HSBC UK Bank Plc closed his credit card account and passed his account to a debt collection agency. What happened Mr D holds a credit card account with HSBC. The account fell into arrears. In February 2024 HSBC agreed breathing space from 1 ... (3 pages)View decision -
Decision Reference DRN-4183903
14 Jun 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4183903 The complaint Ms P complains about how American Express Services Europe Limited (AESEL) dealt with following financial problems. What happened Ms P says AESEL hasn’t dealt appropriately or sympathetically her when she told it about her financial difficulties. She says she was o... (2 pages)View decision -
Decision Reference DRN-5255466
7 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5255466 The complaint Mr S complains about the service he received from American Express Services Europe Limited (“Amex”). What happened Mr S says that he had an impeccable credit history until an unjust redundancy impacted him both financially and mentally. He says that, in March ... (3 pages)View decision