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 383541 results
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Decision Reference DRN-5465990
8 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5465990 The complaint and what happened Mr Y complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. I’ve included relevant sections of my ... (3 pages)View decision -
Decision Reference DRN-5465832
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5465832 The complaint A company, which I will refer to as N, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. N’s directors say that the review took an unreasonable amount of their time and effort, was very stressful, and caused anxiety. W... (3 pages)View decision -
Decision Reference DRN-5301795
8 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5301795 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited (Black Horse). When I refer to what Mr M has said and what Black Horse have said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5412743
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5412743 The complaint Mr S complains that Barclays Bank UK PLC blocked his card and provided him with different dates in relation to when the bank received his payment and when the payment was cleared. Mr S is unhappy that Barclays have used two different dates to reference when it ... (2 pages)View decision -
Decision Reference DRN-5466188
8 Apr 2025 United Trust Bank Limited UpheldMortgagesDRN-5466188 The complaint This complaint is about a secured bridging loan Mrs and Mr L held until recently with United Trust Bank Limited (UTB). In essence, there are two broad strands to the complaint; these are: that the bridging loan was misrepresented as being unregulated when it... (9 pages)View decision -
Decision Reference DRN-4879827
8 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-4879827 The complaint Mr A complains that MBNA Limited won’t reimburse him funds he paid to a company he says has defrauded him. What happened As the circumstances of this complaint are well-known to both parties, I’ll summarise them briefly below. On 13 July 2023, Mr A made a payme... (3 pages)View decision -
Decision Reference DRN-5425326
8 Apr 2025 Saveable Limited Not upheldBanking and PaymentsDRN-5425326 The complaint Mr G complains that Saveable Limited trading as Plum (“Plum”) misinformed him about the rate of interest payable on his ISA and continue to display the incorrect rate of interest in its app. This has resulted in ongoing confusion and concern and significant in... (3 pages)View decision -
Decision Reference DRN-5203678
8 Apr 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5203678 The complaint Mr M complains that Hyundai Capital UK Limited trading as Kia Motors Finance (‘HCUK’) supplied him with a car that was below the agreed expectations. Mr M believes the car’s range was misrepresented and is seeking to end his agreement. What happened Mr M enter... (4 pages)View decision -
Decision Reference DRN-5415771
8 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415771 The complaint Mr G is unhappy that Santander UK Plc have used a refund balance paid to his credit card to reduce his level of debt on that credit card and won’t release the refund balance to his current account. What happened On 7 February 2023, Mr G bought a laptop for £679... (2 pages)View decision -
Decision Reference DRN-4991151
8 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4991151 The complaint Mr L complains American Express Services Europe Limited (AESEL) should have done more to help him get a refund for flights he believes were misdescribed. What happened The facts of the case are well known to both parties, so I won’t repeat them in detail here.... (5 pages)View decision
