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 401363 results
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Decision Reference DRN-5742800
9 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5742800 The complaint Mr E complains that two credit card accounts with Vanquis Bank Limited weren’t affordable for him and shouldn’t have been provided to him. What happened Mr E applied to Vanquis Bank for a credit card account in August 2020. His application was accepted and a cr... (3 pages)View decision -
Decision Reference DRN-5831727
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5831727 The complaint Mr D complains that he hasn’t received any statements since 2017 from HSBC UK Bank Plc. What happened Mr D holds a credit card account with HSBC. In 2017 he set up an arrangement to pay with the assistance of the Citizens Advice Bureau. The agreement was to pay... (2 pages)View decision -
Decision Reference DRN-5498099
9 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5498099 The complaint Miss P complains about a car supplied to her using a conditional sale agreement taken out with Moneybarn No.1 Limited (“Moneybarn”). What happened In May 2024, Miss P acquired a used car using a conditional sale agreement with Moneybarn. The car was around six... (4 pages)View decision -
Decision Reference DRN-5810732
9 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5810732 The complaint Mr C complains that information wasn’t disclosed to him when he acquired a used car under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes Benz Finance (“MBF”). Mr C appointed a representative to deal with his comp... (5 pages)View decision -
Decision Reference DRN-5479726
9 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5479726 The complaint Miss C complains that NewDay Ltd trading as Aqua provided her with an unaffordable credit card. Miss C’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened NewDay pr... (3 pages)View decision -
Decision Reference DRN-5822449
9 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5822449 The complaint Mr C complains about a claim he made to Creation Consumer Finance Ltd (Creation) under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 18 October 2024, Mr C purchased two mobile phones from a retailer, who I’ll call A. The total cost o... (3 pages)View decision -
Decision Reference DRN-5669396
9 Oct 2025 Bank of London and The Middle East plc Not upheldBanking and PaymentsDRN-5669396 The complaint Mr C complains that Bank of London and The Middle East plc trading as BLME treated him unfairly when it asked him to provide information and closed his account. Mr C is also unhappy about how BLME released his closing balance. What happened The details of this... (3 pages)View decision -
Decision Reference DRN-5780391
9 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5780391 The complaint Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (20 pages)View decision -
Decision Reference DRN-5866666
9 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5866666 The complaint Ms B complains that NATIONAL WESTMINSTER PUBLIC LIMITED COMPANY (‘NatWest’) declined to refund her when she lost over £95,000 as a result of an investment scam. What happened I wrote to both parties sharing my initial thoughts in a provisional decision in Septe... (6 pages)View decision -
Decision Reference DRN-5866686
9 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5866686 The complaint Ms B complains that Revolut Ltd (‘Revolut’) declined to refund her £95,000 which she lost as a result of a scam. What happened I wrote to both parties outlining my provisional thoughts on the case in September 2025 in order to give them both the opportunity to ... (7 pages)View decision