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 369227 results
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Decision Reference DRN-5542401
13 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5542401 The complaint Mr O complains about issues with the collection of a car that had been supplied to him under a hire agreement with RCI Financial Services Limited, trading as Nissan Finance. What happened A new car was supplied to Mr O under a hire agreement with Nissan Finance... (3 pages)View decision -
Decision Reference DRN-5561255
13 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5561255 The complaint Mrs K has complained about her mortgage she holds with Bank of Scotland plc trading as Halifax. She says Halifax hasn’t treated her fairly. Mrs K is represented in bringing this complaint, but for ease I will just refer to Mrs K in this decision, although that ... (8 pages)View decision -
Decision Reference DRN-5149859
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5149859 The complaint Mrs J complains Santander UK Plc (‘Santander) won’t refund money she says was lost when she fell victim to a cryptocurrency investment scam. What happened Mrs J is being represented by solicitors in this complaint. A formal complaint was raised with Santander ... (3 pages)View decision -
Decision Reference DRN-5459215
13 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5459215 The complaint Mr N complains that Mercedes-Benz Financial Services UK Limited (“Mercedes Benz”) didn’t do the correct affordability checks before it provided him for a loan for a new car. What happened In July 2023, Mercedes Benz provided Mr N with a personal contract plan ... (4 pages)View decision -
Decision Reference DRN-5243127
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5243127 The complaint Mr A is unhappy that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detai... (4 pages)View decision -
Decision Reference DRN-5027425
13 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027425 The complaint Miss B is unhappy that Monzo Bank Ltd hasn’t reimbursed her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail he... (3 pages)View decision -
Decision Reference DRN-5593181
13 Jun 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5593181 The complaint Mr G complains that Creation Financial Services trading as Creation lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for a Creation credit card in August 2013. In his application, Mr G... (3 pages)View decision -
Decision Reference DRN-5611266
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5611266 The complaint Mr M complains about the service he received from National Westminster Bank Public Limited Company (“NatWest”) when his loan account fell into arrears. What happened Mr M held a loan account with NatWest. The loan was repayable by monthly instalments. Mr M mis... (4 pages)View decision -
Decision Reference DRN-5590638
13 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5590638 The complaint Mr M and Mrs M complain that a payment made by Mr M to his credit card went to Mrs M’s credit card. He’s unhappy that Mrs M’s credit card is showing as a payee on his banking app. What happened Mr M and Mrs M hold a Flex Direct joint bank account with Nationwid... (2 pages)View decision -
Decision Reference DRN-5622979
13 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5622979 The complaint Mr T complains that Watford Insurance Company Europe Limited (“Watford”) didn’t provide him with a courtesy car following a claim on his motor insurance policy. He paid for a hire car instead and asks that Watford refund the costs of it. What happened Mr T had ... (4 pages)View decision
