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 374385 results
-
Decision Reference DRN-5704766
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5704766 The complaint Mr K complains that Nationwide Building Society didn’t give him enough information in a text alert about a direct debit payment due and he had to phone up about this. What happened Mr K explains that the text alert only gave initials for the direct debit origin... (2 pages)View decision -
Decision Reference DRN-5780526
28 Aug 2025 Zenauto Limited UpheldConsumer CreditDRN-5780526 The complaint Mrs B complains about the quality of a new car she acquired through a hire agreement with Zenauto Limited (‘Zenauto’). Mrs B says that the car wasn’t of satisfactory quality. Zenauto has now agreed that this is the case, and it has offered to pay compensation. ... (4 pages)View decision -
Decision Reference DRN-5780693
28 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780693 The complaint Mr A complains about American Express Services Europe Limited (AESEL) incorrectly and unfairly charging him for a reversed transaction after he closed his account with them. Also, about the poor service they provided. What happened The detailed background to t... (9 pages)View decision -
Decision Reference DRN-5415537
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5415537 The complaint Ms N complains that HSBC UK Bank Plc trading as HSBC UK did not reimburse the money she lost to a scam. What happened Ms N was interested in investing and in September 2022 she received an email from a self- help guru she’d had previous dealings with which set ... (5 pages)View decision -
Decision Reference DRN-5483311
28 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5483311 The complaint Miss F says that Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that she was a stude... (4 pages)View decision -
Decision Reference DRN-5501419
28 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5501419 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a condi... (3 pages)View decision -
Decision Reference DRN-5666853
28 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5666853 The complaint Mr F has complained that AXA Insurance UK Plc didn’t offer to renew his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Ou... (2 pages)View decision -
Decision Reference DRN-5714458
28 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5714458 The complaint Mr A complains about charges he has been asked to pay by Volkswagen Financial Services (UK) Limited (‘VWFS’) since he returned a car he was financing through an agreement with them. What happened The detailed background to this complaint is well known to both ... (2 pages)View decision -
Decision Reference DRN-5631209
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5631209 The complaint P, a limited company, complains that Santander UK Plc converted a payment P received into US Dollars (USD) when it was credited causing a loss. What happened P explains that it was due to receive a payment of over 13,400 Euros. The customer that sent the paymen... (2 pages)View decision -
Decision Reference DRN-5541328
28 Aug 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5541328 The complaint Mr D is unhappy that his hire purchase agreement with Blue Motor Finance Ltd (BMF) was misrepresented to him. What happened In May 2022, Mr D was supplied with a used car through a hire purchase agreement with BMF. The cash price of the car was £9,295.00 with M... (4 pages)View decision
