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 3981 results
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Decision Reference DRN6657412
13 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMiss J is unhappy that Barclays Bank Plc (trading as Barclaycard) has rejected a claim she made under section 75 of the Consumer Credit Act 1974, and hasn’t pursued a chargeback claim. She’s also unhappy it didn’t stop her payment when she made it aware she was disput... (8 pages)View decision -
Decision Reference DRN-3931419
16 Feb 2023 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-3931419 The complaint Mrs P acquired household fixtures in August 2019, partly by means of fixed sum loan agreement with Hitachi Capital (UK) Plc. She complains that the installed fixtures were not of satisfactory quality at the point of supply, and that attempts by the supplier to cor... (8 pages)View decision -
Decision Reference DRN-3725725
7 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3725725 The complaint B, a sole trader business, complains that Barclays Bank UK PLC closed its bank account in error. What happened Barclays accepts that it made an error in closing the account. It had asked B for information in a know your customer exercise in 2021 and not logged tha... (3 pages)View decision -
Decision Reference DRN-5453145
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5453145 The complaint Mr C complaints that Revolut Ltd (‘Revolut’) did not refund a series of payments he lost to a job scam. Mr C is being represented, however, to keep things simple, I’ll refer to Mr C throughout this decision. What happened The background to this complaint is wel... (8 pages)View decision -
Decision Reference DRN2529862
22 Mar 2021 The Car Finance Company (2007) Ltd Not upheldBanking and creditMr M complains that The Car Finance Company (2007) Ltd (“TCFC”) irresponsibly gave him a hire purchase agreement he couldn’t afford. background In January 2016, Mr M acquired a used car using a hire purchase agreement from TCFC. The cash price of the car was £4,799. Mr M paid a £99 deposit... (5 pages)View decision -
Decision Reference DRN2873795
26 Sep 2013 The Co-operative Bank Plc UpheldBanking and creditMr S complains that The Co-operative Bank Plc will not refund the purchase of a holiday club membership. He paid the deposit using a credit card and brings his claim under Section 75 of the Consumer Credit Act 1974.Mr S is represented in this complaint by a claims management company.b... (2 pages)View decision -
Decision Reference DRN-3418642
17 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3418642 The complaint Mr B complains that Nationwide Building Society won’t refund money he lost, which he believes was as the result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based o... (3 pages)View decision -
Decision Reference DRN-4409851
9 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4409851 The complaint Mr A is unhappy with the response from Sainsbury’s Bank Plc when he raised a claim under section 75 of the Consumer Credit Act 1974 about the quality of a used car. What happened In July 2022, Mr A bought this car at a distance after seeing it on a video provided ... (6 pages)View decision -
Decision Reference DRN-5189884
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5189884 The complaint Company A complains National Westminster Bank Plc (NatWest) did not provide like-for-like accounts, as agreed, when A opened new accounts after the business changed from a partnership to a limited company. What happened A had accounts with NatWest when it was a... (3 pages)View decision -
Decision Reference DRN-3776073
1 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3776073 The complaint Mr H is unhappy HSBC UK Bank Plc won’t refund him for transactions totalling £2,400 that he made as part of a third-party scam. What happened In May 2022, Mr H says he saw an advert for designer clothing on a social media marketplace. After contacting the seller M... (4 pages)View decision
