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 381196 results
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Decision Reference DRN-5632344
23 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5632344 The complaint Mr W complains that MBNA Limited’s failure to close his credit card account as agreed has left him in further financial difficulties. What happened Mr W held a credit card account with MBNA. After discussing his financial difficulties with MBNA, it offered him ... (3 pages)View decision -
Decision Reference DRN-5305090
23 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5305090 The complaint Mrs A complains that a car supplied to her under a personal contract purchase (PCP) agreement with CA AUTO FINANCE UK LTD was of an unsatisfactory quality. What happened In April 2024, Mrs A was supplied with a used car through a PCP agreement with CA. The cash... (5 pages)View decision -
Decision Reference DRN-5401433
23 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5401433 The complaint Mrs B complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. lent to her irresponsibly by approving a credit account for her and a credit limit increase on that account which she could not afford. What happened Mrs B had an account with PayPal and then in Nove... (5 pages)View decision -
Decision Reference DRN-5710795
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5710795 The complaint Mr S complains that Nationwide Building Society has declined his claim for a refund after he was over-charged for the hire of a car whilst on holiday. What happened In March and April 2023 Mr S took a holiday to Costa Rica. Through a booking agent, Economy Book... (5 pages)View decision -
Decision Reference DRN-5439619
23 Jul 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5439619 The complaint Mr W is complaining about North Edinburgh and Castle Credit Union trading as Castle Community Bank (CCB). He’s unhappy about the way they treated him when he was in financial difficulties and the impact this has had on his credit file. What happened CCB lent Mr... (3 pages)View decision -
Decision Reference DRN-5710828
23 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5710828 The complaint Mr B complains that Nationwide Building Society froze his account after bankruptcy. And that it delayed in unfreezing it and failed to help him whilst the account was frozen. What happened In February 2025, Mr B’s bankruptcy notice was published in the relevan... (2 pages)View decision -
Decision Reference DRN-5708036
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5708036 The complaint Mr W complains that PayPal UK Ltd unfairly closed his account. He wants PayPal to provide an explanation for its actions. What happened In August 2022, PayPal reviewed Mr W’s account. Following its review PayPal told Mr W that a permanent limitation had been a... (2 pages)View decision -
Decision Reference DRN-5577459
23 Jul 2025 Equifax Limited Not upheldConsumer CreditDRN-5577459 The complaint Miss P complains Equifax Limited merged her credit file with another person, causing information on her credit file to be reflected incorrectly. What happened Miss P contacted Equifax, as she said another person’s personal data was showing on her credit file. T... (4 pages)View decision -
Decision Reference DRN-5710796
23 Jul 2025 British Gas Insurance Limited UpheldInsuranceDRN-5710796 The complaint Mr and Mrs M have complained about their property emergency care insurer British Gas Insurance Limited because it declined their claim for a broken pipe. They are also unhappy about how it handled matters prior to declining the claim. What happened Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-5463948
23 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5463948 The complaint Mr L complains about a car supplied to him using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In March 2024, Mr L acquired a used car using a hire purchase agreement with Startline. The car was around ni... (5 pages)View decision
