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 380824 results
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Decision Reference DRN-5860113
16 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5860113 The complaint Mr T complains that HSBC UK Bank Plc declined his disputed transaction claim. What happened Mr T booked a stay at a hotel and paid using his HSBC credit card. The cost of the hotel was 3300 Euros. When Mr T arrives at the hotel, he discovered that the air condi... (3 pages)View decision -
Decision Reference DRN-5772855
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772855 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay provided Mr R with a credit card under its Marbles brand in April 2024. The original limit provided was for £1,200 which was increased to £1,700 in July 2024. Mr R co... (5 pages)View decision -
Decision Reference DRN-5802314
16 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5802314 The complaint Mr E complains that Salary Finance Loans Limited unfairly recorded adverse information against his credit file following a repayment arrangement he made. What happened Mr E holds a personal loan account with Salary Finance. The loan was for £3,500 repayable ov... (5 pages)View decision -
Decision Reference DRN-5886590
16 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5886590 The complaint Mr M complains about the way Starling Bank Limited handled a claim he made in respect of a transaction made with his debit card. What happened Mr M purchased an item for £50 from a private online seller. He says the seller didn’t provide him with the goods he ... (5 pages)View decision -
Decision Reference DRN-5822341
16 Oct 2025 Sytner Limited Not upheldConsumer CreditDRN-5822341 The complaint Mr M complains that a finance agreement with Sytner Limited trading as Sytner Coventry (‘Sytner’) was mis-sold to him. Mr M is represented in this complaint but for ease of reference I will refer to Mr M throughout. What happened The parties are familiar with t... (2 pages)View decision -
Decision Reference DRN-5301689
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5301689 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer ... (4 pages)View decision -
Decision Reference DRN-5886392
16 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5886392 The complaint Mr F has complained that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) unfairly provided him with credit for a car. What happened In September 2019, Mr F entered into a finance agreement with Northridge for the purchase of a car as shown bel... (3 pages)View decision -
Decision Reference DRN-5301682
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5301682 The complaint Mr O complains that HSBC UK Bank Plc, trading as first direct, won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5301685
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5301685 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (6 pages)View decision -
Decision Reference DRN-5803221
16 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5803221 The complaint Miss S is unhappy that AXA PPP Healthcare Limited provided notice to stop covering a claim made on a private health insurance policy on the basis that the condition had become chronic. What happened The details of this complaint are well known to both parties,... (3 pages)View decision
