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-5626350
16 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5626350 The complaint Mr M complains about a hire agreement he entered into with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mr M and MFS have said and/or done, it should also be taken to include things said and/or done on their... (6 pages)View decision -
Decision Reference DRN-5430655
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5430655 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund a £397.30 transaction which Mr T says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything h... (3 pages)View decision -
Decision Reference DRN-5625296
16 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5625296 The complaint Mr C has complained about the way Creation Consumer Finance Limited administered a credit agreement he’d taken out to buy goods. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, ... (4 pages)View decision -
Decision Reference DRN-5625766
16 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5625766 The complaint Ms H complains Bank of Scotland plc trading as Halifax (BoS) lent to her irresponsibly. What happened In November 2023, Ms H complained about BoS’ lending decisions below, and their failure to adequately monitor her use of the overdraft: Date Overdraft limit ... (4 pages)View decision -
Decision Reference DRN-5406601
16 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5406601 The complaint Mr K complains about Covea Insurance plc (‘Covea’) recording a claim on his motor insurance policy. What happened Mr K was alleged to have been involved in and road traffic accident in January 2024. Based on the circumstances it was told over the phone at the ... (2 pages)View decision -
Decision Reference DRN-5626323
16 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5626323 The complaint Mr B complains that J.P. Morgan Europe Limited, using the brand name “Chase”, hasn’t dealt fairly with a dispute he raised regarding a card transaction. He also complains that a savings account was mis-sold to him. What happened Mr B has a bank account with Cha... (3 pages)View decision -
Decision Reference DRN-5573921
16 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5573921 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) misused his personal information when he applied for a credit card with them online. Mr B wants this error to be recognised, corrected, and for Nationwide to compensate him for his distress and inc... (3 pages)View decision -
Decision Reference DRN-5498413
16 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5498413 The complaint Mrs A, with the assistance of a representative Mr A, complains she was unable to make a payment online via Open Banking. She further complains after making the transfer by telephone, the payment did not reach the saving account in the timeframe HSBC had told he... (4 pages)View decision -
Decision Reference DRN-5307893
16 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5307893 The complaint Mr E complains that BMW Financial Services (GB) Limited (“BMWFS”) unfairly terminated his personal contract purchase agreement. What happened Mr E acquired a car under a 48-month personal contract purchase agreement (PCP) which is a type of hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5582758
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5582758 The complaint Mr S complains that Monzo Bank Ltd sent him notifications on his app when he had requested to opt out of receiving marketing notifications. What happened In February 2025, having been in contact with Monzo over a particular issue which was resolved, Mr S receiv... (2 pages)View decision
