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-5852997
8 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5852997 The complaint Mr C complains that HSBC UK Bank Plc deleted payees from his list of saved payees. What happened In May 2025 Mr C wanted to make a payment to his mother in respect of his share of a meal out. He discovered that her details, and those of a number of other payees... (2 pages)View decision -
Decision Reference DRN-5756910
8 Oct 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5756910 The complaint Mrs S complains about end of contract charges when her agreement with Ald Automotive Limited ended. What happened In April 2021 Mrs S was supplied with a car and entered into a hire agreement with Ald Automotive. Following the return of the car in April 2025, A... (3 pages)View decision -
Decision Reference DRN-5672508
8 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5672508 The complaint Mr S complains that Metro bank PLC unfairly closed his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S had an account with Metro that h... (3 pages)View decision -
Decision Reference DRN-5632479
8 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5632479 The complaint Mrs K, who is represented by a third party, complains that Santander Consumer (UK) Plc, trading as Mazda Financial Services (“Mazda Financial Services”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-5327697
8 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327697 The complaint Mr H and Mrs H, who operate as a business partnership, are unhappy that Lloyds Bank PLC undertook collections and recoveries procedures on the partnership’s accounts and used money in the partnerships business current account (“BCA”) to reduce the balance outst... (4 pages)View decision -
Decision Reference DRN-5651620
8 Oct 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5651620 The complaint Mr B says that after he made a claim on his motor insurance policy, First Central Insurance Management Limited unfairly delayed in paying him a settlement sum for his stolen car. What happened Mr B’s car and a van he used for work were stolen from his driveway ... (2 pages)View decision -
Decision Reference DRN-5868774
8 Oct 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5868774 The complaint Mr M has complained that Hutchison 3G UK Limited trading as Three (“Three”) is holding him liable for a credit agreement that was taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over every... (3 pages)View decision -
Decision Reference DRN-5755755
8 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5755755 The complaint Mr B and Mrs B have complained that AXA Insurance UK Plc (AXA) recorded details of enquiries they made with it as claims under their home insurance policy. What happened Mr B and Mrs B contacted their current insurer, a different company to AXA, to make a clai... (3 pages)View decision -
Decision Reference DRN-5571188
8 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5571188 The complaint Mrs G complains that information wasn’t disclosed to her during the sales process when she acquired a car under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Both parties are familiar with the background of this complaint ... (3 pages)View decision -
Decision Reference DRN-5857766
8 Oct 2025 JPMorgan Chase Bank, National Association Not upheldBanking and PaymentsDRN-5857766 The complaint Mr S complains that JP Morgan Chase Bank, National Association (Chase) failed to inform him that using MasterCard was less competitive regarding foreign exchange rates than Visa. What happened Mr S contacted Chase in June 2025. He complained that over the past ... (2 pages)View decision