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 652 results
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Decision Reference DRN9958539
11 Feb 2015 American Express Services Europe Limited UpheldBanking and creditMr F complains that American Express Services Europe Limited will not refund to him the money that he has claimed for a hotel booking. His complaint is made against American Express under section 75 of the Consumer Credit Act 1974. backgroundMr F booked a hotel room using a booking ag... (2 pages)View decision -
Decision Reference DRN5165877
31 Jul 2013 HFC Bank Limited Not upheldBanking and creditMr D complains that HFC Bank Limited recorded a default on his credit file.backgroundMr D had three accounts with HFC. He opened the first account, on which the default was later recorded, when he lived at his old address and opened the other two accounts after he had moved to his curr... (2 pages)View decision -
Decision Reference DRN-5123085
26 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5123085 The complaint Mr C complains about a fixed sum loan agreement with Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, that he used to pay for some fitted furniture. What happened Mr C entered into a fixed sum loan agreement with a lender that it now known as N... (3 pages)View decision -
Decision Reference DRN0111659
4 Nov 2016 American Express Services Europe Limited Not upheldBanking and creditMr W complains that American Express Services Europe Limited didn’t make a chargeback for a payment that he made using his credit card. backgroundMr W used his American Express credit card to pay £195.06 towards crowd funding for a product development project with a poten... (2 pages)View decision -
Decision Reference DRN1776855
9 Sep 2019 BMW Financial Services (GB) Limited Not upheldBanking and creditMiss L complains about the issues that she’s had with a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services.backgroundA used car was supplied to Miss L under a hire purchase agreement with Alphera Fina... (2 pages)View decision -
Decision Reference DRN-2166768
21 Dec 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2166768 The complaint Mr A complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, won’t refund to him the money that he paid for a car that was supplied to him under a hire purchase agreement. What happened The details of this complaint are well ... (2 pages)View decision -
Decision Reference DRN9322874
8 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc won’t refund to him the amount that he’s claimed for his purchase of a multi-media car stereo unit. His complaint is made against NatWest under section 75 of the Consumer Credit Act 1974. backgroundMr W used his NatWest credit card in April... (2 pages)View decision -
Decision Reference DRN-2441546
3 Mar 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2441546 The complaint Mr W complains about the non-sterling transaction fee that American Express Services Europe Limited has applied to a payment and about the way that it’s dealt with his complaint. What happened Mr W used his American Express credit card in March 2019 to make a paym... (2 pages)View decision -
Decision Reference DRN-5620170
11 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620170 The complaint Mr A complains that Santander Consumer (UK) plc, trading as Santander Consumer Finance, collected the final payment due from him under a fixed sum loan agreement when a third party had also made that payment. What happened Mr A electronically signed a fixed sum... (3 pages)View decision -
Decision Reference DRN-2552257
8 Mar 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2552257 The complaint Mrs D complains about the way that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, has dealt with the early settlement of a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs... (2 pages)View decision