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 4777 results
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Decision Reference DRN2304741
2 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C complain National Westminster Bank Plc (NatWest) mis-sold a packaged bank account to Mrs C on her sole account and later to Mr and Mrs C on their joint account.backgroundMrs C upgraded her free account to a packaged bank account in April 2005. She says ... (5 pages)View decision -
Decision Reference DRN3730141
23 Dec 2020 PSA Finance UK Limited Not upheldBanking and creditMiss R complains about the refund she received from PSA Finance UK Limited. background I set out the background to Miss R’s complaint in the provisional decision I issued for this complaint earlier this year. However, I repeat that background here so that all relevant information can be fo... (5 pages)View decision -
Decision Reference DRN6304599
28 Apr 2016 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc mis-sold him a packaged bank account. He is also unhappy with the way it dealt with his complaint.backgroundMr B complained to Barclays about the sale of his packaged account. I understand that Barclays agreed to pay Mr B £50 co... (4 pages)View decision -
Decision Reference DRN-5560594
15 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5560594 The complaint Mr W complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t as described. What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In November 2017... (5 pages)View decision -
Decision Reference DRN-4428522
6 Mar 2024 Connells Limited UpheldMortgagesDRN-4428522 The complaint Mr Y and Ms L’s complaint is about a mortgage application they made with the assistance of Connells Limited. They are concerned that the amount the lender (‘Lender H) offered in September 2022 was less than the amount it offered when the application was originally... (4 pages)View decision -
Decision Reference DRN-5670730
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5670730 The complaint Miss B is complaining that National Westminster Bank Public Bank Limited Company (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted t... (5 pages)View decision -
Decision Reference DRN-5892161
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5892161 The complaint Mr K complains that Nationwide Building Society failed to meaningfully intervene and allowed gambling transactions to be made on his account and won’t refund them. Mr K is unhappy that he was able to make gambling transactions despite using names and addresses... (5 pages)View decision -
Decision Reference DRN-3206706
13 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3206706 The complaint Mr and Mrs L complain that HSBC UK Bank Plc trading as first direct (first direct) won’t refund the money they lost in a scam. What happened What Mr and Mrs L say Mr and Mrs L hold savings accounts and a joint current account with first direct. In January 2019 Mr... (5 pages)View decision -
Decision Reference DRN-5395879
7 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5395879 The complaint Mr B complains about Liverpool Victoria Insurance Company Limited (LV) declining a claim under his motor insurance policy. Any reference to LV in this decision includes their agents. In bringing his complaint to this Service, Mr B was supported by a represent... (5 pages)View decision -
Decision Reference DRN-4702456
27 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4702456 The complaint Mrs J complains that she and her partner were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now MitsubishiHC Capital UK Plc and trades as Novuna Personal Finance; for simplicity I’ll refer... (5 pages)View decision